Business Profile

Security System Monitors

Safe Haven Security Services, LLC

Headquarters

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
This business profile reflects national complaint activity

Complaints

Customer Complaints Summary

493 total complaints in the last 3 years.
71 complaints closed in the last 12 months.

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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:11/10/2022
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 bought our new house on 5/28/22 and were advised that we had a $500 credit to use for ADT security system. On 6/3/2022, an ADT technician came out to install the included security packages and encouraged us to upgrade to a monthly security package. We were promised that we could cancel the service within 6 months without any penalties if we weren't satisfied. On 11/1/22, we attempted to cancel the service, as we do not use it frequently, and do not need the security package. In fact, our cameras were no longer working due to updating our Wi-Fi. We were informed that we actually signed up through Safe Haven dealer, instead of the ADT company themselves-- something we were not aware of originally. We were charged over $1400 in early termination fees and told that the ADT cancellation policy is not honored by Safe Haven Security. Rather than paying the termination, we decided to give it another shot. We attempted to troubleshoot the cameras ourselves with no luck. We called to get a service tech to come out, and we were informed that a visit by a service tech would be $85+ tax. We are absolutely appalled by the customer service at Safe Haven. We would ultimately like to cancel the services without any penalty, but at the VERY LEAST have them come fix the system so that it works without charging us an additional fee.
Business Response
Date: 11/22/2022
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 accounts 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, *** **** provided and electronic signature on May 28th, 2022 confirming he read and understood the terms of the agreement. This document outlines, the distinction of the agreement being with an Authorized Dealer, the billing method to be used for the services, the thirty-six-month (36) term for the services installed by Safe Haven, and the conditions of the agreement.

*** **** contacted Safe Haven on November 3rd requesting to cancel the services. Safe Haven advised the consumer he was no longer within his rescission period and was provided a quote for the early termination fees outline within the agreement. Safe Haven provides a three-day right of rescission period for all consumers to enforce at their discretion within the Notice of Cancellation document. Safe Haven received multiple calls from *** and **** **** throughout the day of November 3rd, in which they spoke with four (4) separate representatives in reference to their cancellation request. Each representative advised the ***** of the early termination terms and the fees they were subject to.

During a call from **** ****, Safe haven was advised the consumer has updated the WIFI password and they were needing assistance to reconnect the cameras. The representative offered **** **** two options for servicing; one the would be no cost utilizing our technical support team to help troubleshoot the error remotely, or an onsite visit that would cost an $85 service fee due to the request being falling outside of the warranty terms. During the call, *** **** came onto the line and the representative offered both options and the consumer advised he would not be paying and opted to utilize our technical support team.

Safe Haven’s technical support team attempted to reach out to The ***** on three (3) separate occasion with a total of six (6) contact attempts combined by phone and email efforts from November 11th-November 17th. Safe Haven’s technical support team did not receive any additional follow up correspondence from The *****, nor did Safe Haven’s customer support staff following November 10th. On page 7, under the “IMPORTANT TERMS AND CONDITIONS”, the consumer warranty terms can be found in sections 9-12. These terms state the following,
“9. LIMITED WARRANTY. During the first 90-days after installation, Dealer (this reference to Dealer does not include ADT) will repair or, at its option, replace any defective part of the equipment Dealer supplies and installs, including wiring, and will make required mechanical adjustments, all at no charge to me…This limited warranty is for My benefit only and may not be enforced by any other person…This limited warranty, and if purchased, the extended limited warranty, provided below, shall replace any other equipment warranty, including without limitation the manufacturer warranty.

10. EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP). If I purchase Dealer's Extended Limited Warranty, which is called the Quality Service Plan or QSP, Dealer will repair or, at its option, replace any part of the equipment supplied by Dealer that requires repair or replacement due to malfunction, excluding wiring and batteries. During the Extended Limited Warranty period, I will be charged a non-refundable on-site assessment charge in the amount of $59 for each service call booking for a Dealer technician to visit my premises for QSP service. On-site assessment charges may vary depending on the geographic location of the premises…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.

11. WARRANTY EXCLUSIONS…THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: (A) damage resulting from accidents, theft, Acts of God, natural disasters, labor disputes, war, terrorism, civil strife, electrical surge, alterations or misuse;… (C) My failure to properly follow the operating instructions; (D) trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.) or due to interruption of power; (E) loss or disruption of Internet connectivity; (G) ordinary wear and tear; …or (I) alterations or damage to the alarm system caused by Me or by a cause beyond Dealer's control…Additionally, I understand that I may be required to pay for the installation of new equipment if the installed equipment is, in whole or in part, discontinued or is no longer supported by the device manufacturer and My failure to pay for the installation of said new equipment shall not relieve Me of My obligation to pay any amounts owed for service hereunder. 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 gifts.

12. NO OTHER WARRANTIES. OTHER THAN THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP, I AGREE THAT DEALER MAKES NO GUARANTEE OR WARRANTY OF ANY KIND, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILILITY OR FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO THE SERVICES DEALER PERFORMS OR THE EQUIPMENT IT PROVIDES…”

At this time, Safe Haven is unable to terminate the services penalty free. Safe Haven encourages The ***** to respond to any of the contact attempts made by the technical support team, or for them to schedule a service appointment with the associated trip fees to provide resolution to any system errors they may be experiencing. Safe Haven can be reached directly at 844-413-1920, Monday- Friday 8 AM-6PM central standard time. Thank you for your time.
Initial Complaint
Date:11/09/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ******** him know we intended to purchase a ****** doorbell and he insinuated that the ****** products might not work with the *** system. We later learned that if we had gone directly through *** we would have received ****** products with free installation, so that was just a sales tactic. Rather than proceed with the refund we requested, he stepped outside and called his manager who insisted on coming to our house the next day. He and a tech came out the next day (tech arrived late again) and installed the cameras through our attic. They never mentioned if we wanted our cameras to work, we'd have to leave the lights turned on constantly. Also we learned after dark that the cameras are useless and won't even detect a car pulling into the driveway. We were assured there'd be no issues, but there's plenty of issues and now no one will return our calls or emails to discuss removing the products and returning our money.
Business Response
Date: 11/22/2022
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 spoke
with consumer on November 10th to address the consumer’s concerns and
provide satisfactory resolution assistance. Mr. ******** allowed Safe Haven to
remove the additional cameras on November 12th, and used the voucher
that was applied towards the cameras as a credit towards the additional window
sensor purchase.
Safe Haven received an email from
Mr. ******** on November 21st inquiring on his refund and Safe Haven
issued apologies and advised there had been a delay in processing the refund
request. Mr. ******** was advised this request would be completed and that he
should see the amount reflect back to the original payment method utilized
within 5-7 business days (not including the holiday). Safe Haven encourages Mr.
******** to contact us directly at *************************, Monday through
Friday, 8 AM- 6 PM central time should he have any additional concerns. We
thank the consumer for his patience and understanding while we work towards
finalizing his resolution.
Initial Complaint
Date:11/09/2022
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.
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

********** ********
I felt this company should talk to ADT
All, messages with ADT involving them and there system should be recorded. I feel I tried working with theses ppl at safe heaven unprofessional and destructive to my home and life. They messages between [email protected] should be recorded as well. Before this company gets back in my home.

I am rejecting this response because:

********

****** *****
Business Response
Date: 11/09/2022
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 11/15/2022
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 we were unable to assist the consumer with additional service
visits after May24th,2022.
After further investigation of the account, Safe
Haven did not find any evidence that supported the allegations made against
Safe Haven Security by Mr. *****. On February 10h, 2022, Safe Haven
collected an electronic signature from Mr. ***** authorizing the installation
of services and the thirty-six (36) month agreement with Safe Haven Security
for ADT monitoring services. At the time of the installation, the consumer
agreed to purchase additional equipment. Safe Haven collected two documents form
the consumer with hand written signatures authorizing the additional equipment
to be installed and the payment method to be utilized for the purchase. Safe
Haven’s last visit to the consumer’s residence occurred on 5/24/2022. A Safe
Haven technician went to the residence to provide resolutions to the consumer’s
garage door sensors, relocate smoke sensors, and a carbon monoxide sensor to
better areas to suffice the consumer’s request. The consumer advised he was satisfied
with the work but he was not happy and wanted bronze door deadbolts instead of
the satin nickel that had been previously installed and signed for within the
contract.
Safe
Haven received a call from the consumer on 6/7/2022 requesting to speak with a
manager. A Safe Haven customer support agent attempted to inquire for Mr. *****
request to further assist, but Mr. ***** declined and advised he would contact
ADT Corporate. On behalf of the consumer, ADT contacted Safe Haven on 6/14/2022.
ADT advised the consumer was upset and was needing a technician out to the
residence. Safe Haven advised ADT we would need to speak with the consumer in
order to schedule a service appointment with the associated trip fees. ADT
connected the consumer to the line and advised of the previous information Safe
Haven had expressed and the consumer expressed personal feelings of experiencing
PTSD being a retired veteran. Safe Haven’s customer support agent apologized to
the consumer about his experience and advised of the associated trip fees in
order to service the system. Mr. ***** became escalated but was advised by ADT that
they would credit his account for the trip fee but he would have to pay the fee
with the Dealer, (Safe Haven) because Safe Haven was unable to waive a fee
outside of the 90-day warranty time frame.
During
the conversation, Mr. ***** proceeded to advise the support agent that his door
locks were not bronze and he that he was allegedly advised prior that Safe
Haven would change them and follow up with him for a damage claim that had been
put in. Mr. ***** advised the support agent he would not be paying to have a
technician come out and Safe Haven advised we would be unable to schedule a return
visit. Safe Haven received a work order from ADT on 7/18/2022 to service the
system and repair any faults including the finish of the door locks . A Safe Haven
technician manager contacted the consumer on 7/19/2022 and advised the consumer
that we do not offer bronze door locks and offered to schedule an appointment
to assess damages but Mr. ***** declined stating he no longer needed Safe Haven’s
services and would be working solely with ADT before disconnecting the call.
After
review of the account, Safe Haven is unable refund the consumer. Safe Haven’s technician
manager attempted to schedule a service appointment to assess damage claims and
Mr. ***** declined. Safe Haven is unable to speak on behalf the representative
mentioned within the complaint, nor does Safe Haven have any knowledge of what communication
occurred between Mr. ***** and the individual associated at ************************. Safe Haven
encourages Mr. ***** to contact Safe Haven directly to schedule a service
appointment with a technician manager to assess the damage claim allegations. Safe
Haven can be reached at ************* ****** ******* ***** ** central time. Should
Mr. ***** be unable to utilize a phone, he may contact our customer support
team via email at [email protected]. Thank you for your time.
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 rejection response made by ****** *****. Safe Haven cannot speak on ADT's behalf in regards to their recording policies. Safe Haven cannot speak on the ADT employee referenced in the rejection and encourage the consumer to contact ADT with his concerns mentioned in his rejection.
Safe Haven has made attempts to offer resolution to the consumer and all attempts have been declined. Safe Haven encourages Mr. ***** to contact Safe Haven directly to schedule a service appointment with a technician manager to assess the damage claim allegations. Safe Haven can be reached at ************* ****** ******* ***** ** central time. Should Mr. ***** be unable to utilize a phone, he may contact our customer support team via email at *******************************. Thank you for your time.
Customer Answer
Date: 12/10/2022
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

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

I am extremely confused I thought I entered into a contract with ADT now I am being told that it was a sister company I have contacted ADT they said that this matter would be resolved in four days. They credited my account for thirty days. No work or resolution took place. I called again and received the same response. I was appreciative that they credited my account again. But what I really wanted was the damage on my house repaired and system working properly

I am rejecting this response because:

********

****** *****
Initial Complaint
Date:11/08/2022
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.
[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: 18376245

I am rejecting this response because: When I canceled the service I tried contacting Safe Haven and ltried asking for the total of which the early termination was going to be. I did respond to the "help" that was given to try to get me to move my service. When I repeatedly stated the I could not take the system with me. I was not given a verbal or written bill. I continued to try to resolve this issue but was given very rude agents to talk to. I finally got somone on the phone that told me I had a credit to my account. That representative might have been from ADT but at the time I was under the impression that they were from Safe Haven. Therefore I stoped contacting to try to get the total. When the salsman came to my house I did authorize the instlation of the system but as for the other signature I was under the impression that I was just signing up for the service not that there was a contract. A few months later I get a call from a debt collector for the fee. After not receiving a final bill in the mail, e-mail, text, or call. I was taken back by this due to not knowing I was under a contract. I get that I should have been more careful before signing somthing. So lets leave the contract out of it. Lets say I did know I was under a contract. That dosent change what happend after I canceled the service with not getting a bill and uncooperative agents. I would have been more than willing to pay the fee the day I canceled the service. One more thing, 75% of the remander of what Safe Haven would have gotten if I had not canceled the service is rediculous. I can understand a set amount of around $300.00 but over $1,000.00 for them to just get in profit is mind blowing. Thank you for responing quickly.

Regards,

**** ********mer knows they are under a contract and there will be an early termination fee if canceled. However, I did not know I was under a contract at all. They did not do their job and made sure that I knew this. They have horible coustomer service and are not easy to talk to. When I was trying to talk to them when I first canceled. The representatives I talked to then continued to be rude and have an attitude just because I was trying to reslove the issue due to not knowing I was under a contract. I want this resolved with better customer service. The debt taken care of and any credit reporting taken off if there is any. If they had just talked to me when I 1st canceled the service like I tried to do. I would have been more than willing to pay a reasonable early termination fee. But because they refused to talk to me and now they are being even more rude than they were before I don't feel as though I should pay for a service I have not used.
Business Response
Date: 11/10/2022
Dear Better Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by **** ******** in association to 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 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
September 2nd, 2021, Safe Haven collected an electronic signature from *** ****** authorizing the installation of services to be installed on September
4th, 2021 with a verbal authorization recording. Safe Haven provided *** ****** the customary
Installation Work Order prior to the installation. The document outlined the
details of the specialized equipment 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. *** ****** initialed directly
below the following statement,
“I
acknowledge that on the day of installation, the technician will present final
documentation for signature prior to the install. This will include the 36-month
ADT Agreement, the Insurance Discount Certificate, and any other forms
required. I have read, understand, and agree to the above terms.”
*** ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT
monitoring services on September 4th, 2021. Safe Haven requires all
of our consumers to review the terms of the contract prior, during, and after
the installation. It
is the consumer’s discretion to review any legal documentation provided to them
that requires their authorization and signature agreeing to terms and
conditions specifically, for the installation of the services provided by Safe
Haven Security. When the consumer signed the contract, she was presented an
electronic contract on a mobile tablet. *** ****** accepted the terms by electronic
signature through a four-digit code sent only known to the signer (*********)
into the tablet. When this was performed, *** ****** agreed to the terms of the
agreement including her acknowledgement of it being a 36-month agreement.
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.”
Safe
Haven received an alert from ADT advising the consumer’s cancellation request
in August of 2022. The account was terminated 9/7/2022 and Safe Haven attempted
to email the consumer with additional options to avoid the pending early termination
fees. After the account terminated, Safe Haven did not receive any return
contact from the consumer over a 30-day time span. Unfortunately, when there wasn’t any communication
from the consumer, the balance was sent to ****** *** ***** to collect on. Once
an account has been sent to collections, all communications regarding the
account balance must be communicated with that agency. *** ****** was provided information
regarding the length of the terms prior to the installation and after. The consumer
acknowledged and signed she not only authorized services to be installed, but
that she understood the terms of the agreement including a contract. At this time
the balance and the collections status on the account are valid. Safe Haven encourages
the consumer to contact ****** * ***** directly to fulfill the balance outlined
within the contract terms agreed upon. Thank you for your time.
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 rejection made by the consumer. When the consumer authorized, she understood
the contract terms, she agreed to the terms that can be found on page 5 under “IMPORTANT
TERMS & CONDITIONS”, specifically the terms found in” EARLY TERMINATION OF
THIS CONTRACT”. The consumer contacted ADT to terminate services and was
advised to contact Safe Haven for a final bill and failed to do so. The consumer
was advised verbally by ADT and contractually in writing that she would be
subject to fees for unfulfilling the 36-month agreement. Safe Haven sent alternative
options for the consumer to utilize to avoid being assessed the fee via email,
and was provided detailed explanation of how the fee is calculated. The email
stated the following,
“If you choose not to do
any of the following above you can opt to pay a cancellation fee or have a
cancellation fee balance remaining on your account. This fee is the remaining
amount of months you have left currently multiplied by your monthly monitoring
rate with tax. We only
take 75% of that cost and that is the total amount you would owe”
The
fee is not 75% of what Safe Haven would have gotten if the consumer did not cancel
the services. Safe Haven upholds the contract terms on how the fee is
calculated because Safe Haven gets assessed more than 75% of the contract value. Safe Haven does not collect any funds from the consumer throughout the life long of the agreement outside of installation and equipment cost within the first 90days. In the event a consumer terminates services, Safe Haven is not profiting on the fee as the full value of the contract is assessed to Safe Haven by ADT. Unfortunately, when the consumer failed to
communicate with Safe Haven, the balance was sent to ****** *** ***** to
collect on. *** ****** was provided information regarding the length of the
terms prior to the installation and after. The consumer authorized services to
be installed and the terms of the agreement, specifically the fees owed in the
event the terms of the agreement are left fulfilled. At this time, the balance
and the collections status on the account are valid. Safe Haven encourages the
consumer to contact ****** * ***** directly to fulfill the balance outlined
within the contract terms agreed upon. Thank you for your time.
Customer Answer
Date: 12/01/2022
[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: 18376245

I am rejecting this response because: As I have stated before it's not a matter of what was in the contract. I have accepted the fact that I did not thoroughly read the terms and agreements in the contract. Therefore I signed something that I should not have. Stating that I was under a 3 year contract. That's not the point though! The point is the fact that I was not given a total for the tetermination fee. Like I told you in the last response if I had been given a total when I was attempting to get that information I would have paid it. I am still having to pay it. I have contacted the collection agency to pay it and I am going to! But I just want there to be an understanding that I was not given a bill or any kind of total for the termination fee. Therefore I was not able to pay it directly after termination due to not haveing a total.

Regards,

**** ********
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 rejection made by the consumer. In the initial complaint, the consumer advised she had not been informed of the terms with Safe Haven, and that Safe Haven had refused to speak with her. In the rejection response, the consumer acknowledged being provided upfront by Safe Haven, but that she did not read it. The consumer also acknowledged she spoke with Safe Haven. Safe Haven attempted to speak with the consumer by phone and email from 5/11-9/19 with no return communication from the consumer.

Safe Haven provided the consumer additional information to avoid the early termination fees while referencing them and the consumer failed to communicate until after Safe Haven forwarded the account balance to an outside agency. Safe Haven made multiple attempts to speak with the consumer prior to the account being sent to collections that were met with zero following. The consumer did not contact Safe Haven or request for a bill prior to the account being forwarded to collections. Safe Haven has addressed the concerns within the consumer’s initial complaint, and the consumer has acknowledged inadvertently that Safe Haven did in fact provide the information. At this time the balance and the collections status on the account are valid. The consumer has been provided a balance from the outside agency that is currently outstanding. Safe Haven encourages the consumer to contact ****** * ***** directly to fulfill the balance outlined within the contract terms agreed upon. Thank you for your time.
Customer Answer
Date: 12/09/2022
[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: 18376245

I am rejecting this response because:The only thing that I want Safe Haven to acknowledge is that I did not recive form of contact from them and that ehen I was trying to contact them about it the reps were not being cooperative. That is my only request! Safe Have may claim that they tried but I DID NOT receive any of those attempts.

Regards,

**** ********
Initial Complaint
Date:11/07/2022
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.
[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: That was not an actual notification that the city of San Antonio was requiring a permit. To say that “your city may require a permit” isn’t actually telling me that the city I live in does require a permit. It’s foolish attempt to not take responsibility of notifying me that my city actually requires a permit. Matter of fact the city employee notified me that I was not the only person who has mentioned that I never they never mentioned that I had to get a permit.That the city requires to notify me that a permit is required, not that super vague attempt to pretend they’re legally required to do.

Regards,

****** *******
Business Response
Date: 11/10/2022
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 with us. Safe Haven has investigated the allegations and did not
find any evidence that there was any improper conduct performed during the
collection of necessary documents required to be authorized referencing permit
fees. After reviewing the account, Mr. ******* entered into a 36-month
agreement with Safe Haven on June 30th, 2022. Mr. ******* was provided
permit information and authorized he understood the contract terms surrounding
permit fees. The contract outlines a specific term listed under” ALARM PERMITS;
ADDITIONAL CHARGES AND OFFSET RIGHTS” addressing the concerns voiced by the consumer
within the complaint. The following terms states,
“4.
ALARM PERMITS; ADDITIONAL CHARGES AND OFFSET RIGHTS. Certain government
agencies require Me to pay for and maintain alarm use permits to receive Dealer
or *** services. I agree to pay all installation and alarm use permit fees; all
directly or indirectly imposed false alarm fines, fees or charges; all
telephone or signal transmission company charges; and all other assessments,
fees and charges related to the alarm system…”
Safe
Haven does not require consumers to obtain a permit to obtain the alarm
monitoring services. Permits are required by local city/ county jurisdictions the
consumer resides in. As a courtesy, Safe Haven sends out an automated email to
the consumer advising of permit fees along with the terms included within the contract.
It is at the discretion of the consumer to contact their local authorities to
confirm what is required for their service location.
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. Per the contract, the Notice of Cancellation document includes
the following statements,
“TRANSACTION
DATE: 10-14-2022
IN
ORDER TO CANCEL, BUYER MUST SIGN BELOW.
YOU
MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE
BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT
AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR
UNDERSTANDING OF THIS RIGHT.
IF
YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE
AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED
WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR
CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION
WILL BE CANCELLED.
IF
YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN
SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU
UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF
THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE
AND RISK.
IF
YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP
WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY
RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO
MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO
THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL
OBLIGATIONS UNDER THE CONTRACT.
TO
CANCEL THIS TRANSACTION, CALL 800.327.4348. YOU MAY ALSO CANCEL THIS
TRANSACTION BY MAILING OR
DELIVERING
A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
TO:
SAFE
HAVEN SECURITY SERVICES INC
*** *** ******** ********
**** ***** ****** ***
****** ** ****
NO
LATER THAN MIDNIGHT OF: 10-18-2022”
At
this time, Safe Haven is unable to adjust the billing for the consumer. Safe Haven
did not make a mistake. Mr. ******* acknowledged that the “legal paperwork”
states the permit fees fall under the responsibility of the consumer. Mr. ******* stated that responsibility was separate from obtaining a permit in the city.
Permit fees delegated under the responsibility of the consumer are equivalent
to registering for a permit in the designated city. Registering for the permit
would in turn reflect fees for a consumer to pay. Both of these tasks are under
the responsibility of the consumer as they are not required by Safe Haven Security.
Safe Haven does not require permits for the services, nor is Safe Haven
required to fund any fees assessed to the consumer in the event the consumer
fails to comply with local alarm permit fee ordinances. It is not requirement
for Safe Haven to notify consumers of local ordinances or fees required in
their city/ county. As a courtesy, Safe Haven provides information surrounding
permit fees to the consumer upon obtaining the services in addition to the contract
terms. There is no further action required for Safe Haven to take on this
matter. Thank you for your time.
Business Response
Date: 11/15/2022
Dear Better Business Bureau,

Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection. Safe Haven does not require consumers to obtain a permit to obtain the alarm monitoring services, nor is Safe Haven responsible for ensuring the customer is required to have a local permit in their area. Permit requirements often change by the local city/ county jurisdictions consumers reside in. Safe Haven are not required to take any additional steps outside of what has already been approved as a standard notification to all consumers in addition to the contract. Mr. ******* acknowledged that the “legal paperwork” states the permit fees fall under the responsibility of the consumer. The reference to " legal paperwork" is the contract that Mr. ******* was provided to review and sign at his own discretion. When Mr. ******* signed the contract, he authorized he read and understood all the terms of the agreement. The contract outlines a specific term that was referenced by Mr. ******* regarding permits and later detailed by Safe Haven in our initial response.
This term is listed under” ALARM PERMITS; ADDITIONAL CHARGES AND OFFSET RIGHTS" and can be found under the "IMPORTANT TERMS AND CONDITIONS" table found on page 5. Safe Haven is not required to register for the consumer or fund any fees assessed to the consumer in the event the consumer fails to comply with local alarm permit fee ordinances and the terms acknowledged within the contract the consumer authorized. It is not a requirement for Safe Haven to notify consumers of local ordinances or fees required in their city/ county additionally after the contract has been signed, a permit notification email has been sent, and the consumer has surpassed their rescission period. There is no further action required for Safe Haven to take on this matter as the consumer authorized he read and understood all terms within the agreement, specifically those provided by Safe Haven Security referencing alarm permits, additional charges, and offset rights. Thank you for your time.
Customer Answer
Date: 11/16/2022
[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:Once again they’re trying to use nonsense legal language to justify their actions. Yes they’re not responsible to get or pay for my permit fees, but they’re responsible to notify me that I do have to get a permit. Yes I was rushed to sign and wrongly informed by their agent when I digitally signed the documents that stated about possibly needing a permit, just like I signed a document that said I can get a complete refund in 6 months if I was dissatisfied, now apparently that misrepresented to me also! So I’m going to file a complaint with the Texas Attorney General’s Office. Hopefully they can get justice for me like the Minnesota Attorney General's Office was able to get for the misinformation that was given to his states people.

Regards,

****** *******
Initial Complaint
Date:11/04/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will be cancelling service soon. The fact I can't even *change* (lower the cost/change service offerings) my service for 3 years is completely inadequate.

Regards,

******* ******
Business Response
Date: 11/09/2022
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 consumer’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 *** monitoring services.
After reviewing the account, Mr. ****** entered into a 36-month agreement with
Safe Haven on July 12th, 2022. Safe Haven is an Authorized Dealer of *** permitted to sell and install *** monitoring services. Safe Haven has not been
to the residence since the installation, nor has Safe Haven received any
communication from Mr. ****** prior to 11/4/2022.
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. Per the contract, the Notice of Cancellation document includes
the following statements,
“TRANSACTION DATE: 4-30-2022
IN
ORDER TO CANCEL, BUYER MUST SIGN BELOW.
YOU MAY CANCEL THIS TRANSACTION, WITHOUT
PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE TRANSACTION
DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES. BY SIGNING
THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
IF YOU CANCEL, ANY PROPERTY TRADED
IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT
EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING
RECEIPT BY THE SELLER OF YOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST
ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
IF YOU CANCEL, YOU MUST MAKE
AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION,
AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY
IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN
SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
IF YOU MAKE THE GOODS AVAILABLE TO THE SELLER
AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE DATE OF
YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY
FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE SELLER, OR
IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO, THEN YOU
REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
TO CANCEL THIS TRANSACTION, CALL
800.327.4348. YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR DELIVERING A
SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
TO:
SAFE HAVEN SECURITY SERVICES INC
*** *** ******** ******** **** ***** ****** ***

****** ** ****
NO LATER THAN MIDNIGHT OF : 07-15-2022”
On 11/4/2022, Mr. ****** contacted Safe
Haven to express his concerns with the system and his wishes to terminate the services
through enforcing the “6-month money back guarantee”. Safe Haven advised the consumer
the qualifications of the six-month money back guarantee and advised Mr. Easley
he would be subject to the early termination fees. After further investigation
of the allegations made, Safe Haven has not received any communication from the
consumer regarding system errors or any records of the consumer calling into Safe
Haven to schedule a service appointment. In the event a consumer is
experiencing issues with the function of equipment, the installation provider
would need to be permitted to perform service on the equipment. If the
installation provider has exhausted all options to provide a resolution and is
unsuccessful, then Safe Haven may deem the equipment in operable. Safe Haven
provides an operational guarantee to our customers. This guarantee occurs in
the event we have made several attempts to resolve a system-related issue and
have not been able to resolve that (singular) issue within the first six months
of the contract. In order for a consumer to be eligible to exercise the
six-month money back guarantee, a Safe Haven technician would have to exhaust
all options necessary and be unsuccessful at a resolution to have deemed the
system inoperable. Once that occurs, Safe Haven Security will provide a
penalty-free release. When system is referenced, "system" means the
security system, not any supplemental devices such as ;( cameras, door locks,
thermostats, lamp modules, key fobs, etc.) Supplemental devices are not a
factor in the functionality of the actual security system and do not prevent
*** monitoring stations from receiving a signal, nor do they cause an interruption
of the monitoring services. Conditions preventing normal system operation
cannot be caused by the customer in order to qualify for Safe Haven’s
operational guarantee. Safe Haven’s operational guarantee is based on the
operation of the system, it is not based on a satisfaction guarantee.
A copy of the contract has been
attached for reference to the terms below. Page 5 section 2 titled as, “EARLY
TERMINATION OF THIS CONTRACT” states,
“I
AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
(B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
At
this time, Safe Haven is unable to release the consumer from the contract
penalty free. The consumer does not qualify for a six-month money back
guarantee as the concerns issued within the complaint do not meet the
qualifications for eligibility. Safe Haven has not been to the consumer’s
residence since the completion of the equipment installation or been notified
of any system errors to service until November of 2022. Safe Haven encourages
Mr. ****** to give us a call to schedule a service appointment to help address
any service issues the consumer may be experiencing. Safe Haven can be reached at ************, Monday- Friday 8 AM-6PM central time. Should the consumer wish to
forego Safe Haven’s resolution above and choose to move forward with their
cancellation request, he will be subject to 75% of the remaining balance of the contract.
Thank you for your time
Initial Complaint
Date:11/04/2022
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.
I am reaching out because I believe I was scammed by safe haven. When a sales agent name ***** ****** knocked on my door in late September of 2022 I was excited to learn more about potential security options. However, one of the first things I told ***** is I am not getting security for myself and that I was getting it for my roommates and I plan to move out and cancel the program in one year. He said usually you have to agree to a three-year contract but because I am in the military there is no contract and I could cancel anytime. He even went as far as to tell me that I would be getting a great deal if I cancel in a year because it takes about a year for the company to break even after all the free equipment and low-cost installation. Sounding perfect for my situation I agreed to buy the service.
A few weeks passed after having the system installed and the equipment did not work as stated. So, I decided to cancel, remembering there was no contract. This is when I was surprised to learn from customer support that military members still have to abide by the three-year contract unless they are deployed. I was shocked to learn this so I called ***** and told him about the situation. By the end of the call, he assured me that he would take care of the issue and asked me to send him a text with my address, name, and brief summary of the situation. I sent the text that day. He never responded. This was Friday the 21st of October. Since then, I have called him and texted him multiple times. He hasn't responded to anything. It's a huge surprise to me that Safe Haven would let there sales agent scam me. Especcially being a member of the military.
Business Response
Date: 11/09/2022
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 consumer’s
experience. Safe Haven appreciates all of our service members and strives for
customer satisfaction. Safe Haven 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 customer no longer
wants to continue the business relationship with Safe Haven Security to provide
the *** monitoring services.
On
October 4th, 2022, Safe Haven collected an electronic signature from Mr. *****
authorizing the installation of services. Mr.
***** was provided a customary alarm services contract to review and sign at
his discretion. The 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.
Mr. ***** entered into the thirty-six (36) month agreement with Safe Haven for
*** monitoring services on October 4th, 2022.Safe Haven requires all of our consumers
to review the terms of the contract 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.
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. Per the contract, the Notice of
Cancellation document includes the following statements,
“TRANSACTION
DATE: 10-04-2022
IN
ORDER TO CANCEL, BUYER MUST SIGN BELOW.
YOU
MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE
BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED
BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR
UNDERSTANDING OF THIS RIGHT.
IF
YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE
AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN
TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR CANCELLATION
NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE
CANCELLED.
IF
YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN
SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU
UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF
THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE
AND RISK.
IF
YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP
WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY
RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO
MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO
THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL
OBLIGATIONS UNDER THE CONTRACT.
TO
CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS
TRANSACTION BY MAILING OR
DELIVERING
A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
TO:
SAFE
HAVEN SECURITY SERVICES INC
*** *** ******** ********
**** ***** ****** ***
****** ** ****
NO
LATER THAN MIDNIGHT OF : 10-07-2022”
On
10/19/2022, Safe Haven received a request from Mr. ***** to terminate the
services due to being in the military. Safe
Haven advised Mr. ***** there was not a military clause within the contract but
Safe Haven provides service members who are active duty with relocation/ deployment
orders to be released penalty free. This courtesy is extended to our service members
only if they are being relocated without their own choosing. Mr. ***** reached
out to Safe Haven on 10/31/2022 expressing his concerns about the contract surrounding
military members and early terminations. Safe Haven provided Mr, ***** the
information provided on 10/19/2022 and was advised if he wished to proceed with
his request, he 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.”
Safe
Haven did not receive any further contact from the consumer regarding his
system, or the monitoring services provided by ***. After reviewing the allegations
Safe Haven cannot comment on anything the consumer alleged regarding military release
that was not amended into the contract. Per the contract, Section 26 ENTIRE
AGREEMENT CONTRACT,
“This
Contract constitutes the entire agreement between the parties. I am not relying
on the Dealer’s advice or advertisements. Dealer is not bound by any
representation, promise, condition, inducement or warranty, express or implied,
that is not included in writing in this Contract. The terms and condition of
this Contract apply as written without alteration or qualification, unless a
change is approved in writing by the Dealer authorized representative. The
terms and conditions of this Contract shall control and govern even if there
are other document with inconsistent or additional terms and conditions. If a
court determines that any provision of this Contract is invalid or
unenforceable, that provision shall be deemed amended and enforced to the
maximum extent permitted by law. Each and every other provision of this
Contract shall continue to be valid and enforceable.”
Safe
Haven is unable to refund the consumer any money or terminate the services
penalty free. Mr. ***** entered in the agreement willfully and acknowledged he
understood and agreed to the terms of the agreement. Mr. ***** was provided a
rescission period outlined under the “Notice of Cancellation” and failed to
exercise his right within the allotted time frame. At this time, should Mr. *****
want to move forward with his cancellation request he would be subject to the
early termination fees. Safe Haven provides courtesy relocation options to help
consumers avoid being assessed the early termination fees should they utilize
one of the options. Safe Haven encourages Mr. ***** to contact us directly if
he wishes to forego paying the early termination fees in order to utilize one
of the courtesy relocation options. The relocation Department can be reached
directly at ************, Monday- Friday 8 AM-5PM central time. Should Mr. *****
be unable to utilize a phone, he may contact our relocation team via email at [email protected]. Thank you for your time.
Initial Complaint
Date:11/02/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:

Safe haven’s response to my complaint is that I signed a contract?? The contract I signed was/should have been with ADT, not this company - what I’m complaining about is the false pretense the company had used to trick me into signing! Even the docusign that came to me was from ADT, they never said they’re an authorized dealer, never said I’d be in a contract with them (not to mention the 24 months!! Last week when I called them, a very rude Safe Haven employee told me I was under contract for 12 months), I only knew they are doing the installation. THAT is what I’m complaining about. They apparently have no problem sharing lies out here, or when I called them.
Furthermore, as the company stated in their answer, they claimed to have sold me ADT equipment, which is in fact a lie, again, as the equipment they installed IS NOT ADT equipment, as you can see in the attached photo of the panel in my home, as I have also checked and double checked with ADT themselves. ADT informed me that is not the equipment they provide their customers. Why is the company continuing to lie, that is the question I’d like BBB to help sort out.
MOST IMPORTANTLY, the company had provided a DOCTORED contract as proof of me signing said contract. This is a serious crime - that is not the contract I signed, that is NOT MY SIGNATURE. Unless this company comes clean and provides the actual contract if one indeed exists, I will not accept their answer and expect them to be held accountable for going as far as falsifying people’s signatures and making up contracts. This is straight up criminal activity.
BBB, please hold them accountable and make this exchange public, this company should have their operations terminated ASAP.

Regards,

****** ********
ets (as it should, I had used other security services before, never once did the pets set off the motion sensors), however, since we got the equipment and service this company tricked me into, I can't use the alarm system when leaving the house because the motion will be activated by my cats. Now they tell me "a spider" can set it off. I called them about it numerous times and they refuse to acknowledge this is a HUGE problem and they lied about what their equipment can/cannot do when they sold it to me. Also, when talking with safe haven agents, they claim to be completely removed from ADT (post haste) and claim ADT agents have no idea what they're talking about when they direct me to safe haven for assistance with the equipment. So here's an "authorized ADT dealer" that will tell you ADT got nothing on them after they duped you into signing a contract with them. I called ADT for assistance and their hands are tied, they tell me I need to work with "safe" haven. Beware of safe haven!
Business Response
Date: 11/08/2022
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 is
disappointed that the customer does not recollect being advised of Safe Haven
in writing and verbally, prior to the installation and during. 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.
Safe
Haven is an Authorized Dealer of ADT. Safe Haven is licensed to sell and
install ADT monitoring services to residential home owners. On May 24th,
2022, Safe Haven collected an electronic signature from Ms. ********
authorizing the installation of services. Prior to the installation, Ms. ******** conducted a verbal
authorization recording in which she was informed Safe Haven was conducting for
ADT’s Compliance. This call took place on May 21st,2022 and included
the details of the specialized equipment package arranged with the sales
representative, the upfront cost, the billing method to be used for the monthly
services, and the length of terms for the services installed by Safe Haven.
Ms.
******** entered into the twenty-four (24) month agreement with Safe Haven for
ADT monitoring services on May, 24th, 2022. Safe Haven requires 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. Ms. ******** used a hand written signature to accept the home
customization equipment package upgrade in addition to a credit card
authorization form. Both of these documents contain “Authorized Dealer” in addition
to Safe Haven’s name where Ms. ******** provided handwritten signatures. When
the consumer signed the contract, she was presented an electronic contract on a
mobile tablet with the installation technician. Ms. ******** accepted the terms
by an electronic signature through a four-digit code sent only known to the
signer, (her) into the tablet. When this was performed, Ms. ******** agreed
that she read and understood the terms
of the agreement.
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. Per the contract, the Notice of
Cancellation document includes the following statements,
“TRANSACTION
DATE: 5-24-2022
IN
ORDER TO CANCEL, BUYER MUST SIGN BELOW.
YOU
MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE
BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED
BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR
UNDERSTANDING OF THIS RIGHT.
IF
YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE
AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED WITHIN
TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR CANCELLATION
NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION WILL BE
CANCELLED.
IF
YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN
SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU
UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF
THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE
AND RISK.
IF
YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP
WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY
RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO
MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO
THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL
OBLIGATIONS UNDER THE CONTRACT.
TO
CANCEL THIS TRANSACTION, CALL 800.327.4348. YOU MAY ALSO CANCEL THIS
TRANSACTION BY MAILING OR
DELIVERING
A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
TO:
SAFE
HAVEN SECURITY SERVICES INC
c/o
ADT Security Services
3190
South Vaughn Way
Aurora CO 8014
NO
LATER THAN MIDNIGHT OF : 5-27-2022”
On
November 1st,2022, Safe Haven received a request from Ms. ********
regarding concerns with her system and motion detectors. Safe Haven’s technical
support team spoke with the consumer regarding motion detection settings and attempted
to schedule a service appointment with the associated trip fee but the consumer
disconnected. Safe Haven’s customer support team received a call from Ms. ********
later that day advising she had experienced power outages and experiences them
frequently. She advised that her sensors were not working and that she had been
instructed by ADT there were better models of the equipment for Safe Haven to
replace her system without any fees. Safe Haven advised the consumer that Safe
Haven does not have different models of equipment and that should a power
outage occur, it may cause an interruption of the system communication.
Within
the “IMPORTANT TERMS & CONDITIONS”, page 7 term 11 “WARRANTY EXCLUSIONS “states
the following,
“11.
WARRANTY EXCLUSIONS…THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF
PURCHASED, THE QSP DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY
OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: (A) damage resulting
from accidents, theft, Acts of God, natural disasters, labor disputes, war,
terrorism, civil strife, electrical surge, alterations or misuse;… (D) trouble
in a telephone line, use of non-traditional telephone line or service
(including but not limited to DSL, ADSL, VoIP, digital phone, internet-based
phone, cellular, radio, etc.) or due to interruption of power; (E) loss or
disruption of Internet connectivity;… Additionally,
I understand that I may be required to pay for the installation of new
equipment if the installed equipment is, in whole or in part, discontinued or
is no longer supported by the device manufacturer and My failure to pay for the
installation of said new equipment shall not relieve Me of My obligation to pay
any amounts owed for service hereunder. Battery replacement is excluded from
all warranties.”
Safe
Haven has not been to the residence since the original installation of the equipment
or permitted to attempt providing a resolution to the consumers concerns. Safe Haven
provides the consumer with a warranty for the first year of the services. Within
the warranty there are specific time frames subject to services fees. Per the warranty
terms found on page 7,
“9. LIMITED WARRANTY. During the
first 90-days after installation, Dealer (this reference to Dealer does not
include ADT) will repair or, at its option, replace any defective part of the
equipment Dealer supplies and installs, including wiring, and will make
required mechanical adjustments, all at no charge to me…This limited warranty
is for My benefit only and may not be enforced by any other person. This
limited warranty gives Me specific legal rights…This limited warranty, and if
purchased, the extended limited warranty, provided below, shall replace any
other equipment warranty, including without limitation the manufacturer
warranty.
10. EXTENDED LIMITED
WARRANTY/QUALITY SERVICE PLAN (QSP). If I purchase Dealer's Extended Limited
Warranty, which is called the Quality Service Plan or QSP, Dealer will repair
or, at its option, replace any part of the equipment supplied by Dealer that
requires repair or replacement due to malfunction, excluding wiring and
batteries. During the Extended Limited Warranty period, I will be charged a
non-refundable on-site assessment charge in the amount of $59 for each service
call booking for a Dealer technician to visit my premises for QSP service.”
Safe Haven has offered to schedule onsite
service appointments with the outline fees above and all attempts have been
declined by the consumer. Based on the information Ms. ******** has listed
within her complaint, she would be subject to trip fees as she contacted Safe Haven
outside of the first 90 days of warranty. Safe Haven encourages Ms. ******** to
contact us at her earliest convenience if she would like to schedule a service
appointment with the associated trip fees. Safe Haven can be reached at
844-413-1920, Monday- Friday, 8 a.m.- 6 p.m. central time. Should Ms. ******** be unable to
utilize a phone, she may contact our customer support team via email at [email protected] to coordinate a time we can speak with her to schedule a service appointment.
Thank you for your time.
Business Response
Date: 11/10/2022
Dear Better Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the rejection made by the consumer. Safe Haven’s response to the consumer was
that she was given full transparency about the contract, Safe Haven Security,
and the equipment. All of the documents exchanged between Safe Haven and Ms.
******** required authorization with either a physical signature or electronic
signature from Ms. ********. The consumer was provided multiple documents that
required her signature to acknowledge she read and understood the terms of her
agreement that specifically identify Safe Haven as an Authorized Dealer of ADT.
Safe Haven’s DocuSign consist of a contract that was previously attached clarifying
that it is an Authorized Dealer of ADT “ALARM SERVICES CONTRACT”.
Each
page of the contract mentions Authorized Dealer and distinguishes Safe Haven
and ADT being separate. The allegations Ms. ******** is making do not
correspond with the contract she signed and acknowledged she read and
understood. The first
sentence at the top of the contract states the following,
“The
ADT Authorized Dealer Program is an ADT LLC dba ADT Security Services (“ADT”)
approved program of independent ADT Authorized Dealers”
Ms. ******** is responsible to review any
legal document that requires her signature. Should Ms. ******** have signed the
contract without reading the terms of the agreement, the terms of the contract would
still be valid. The first page addresses each of the allegations Ms. ********
advises she was not made aware of. The first page list in the first section, “Authorized
Dealer Information”. Following the customer’s information in bold writing the contract
notes,” AUTHORIZED DEALER IS NOT AN AGENT OF ADT”. Above the consumer’s initials
the contract explains in detail the following,
“Authorized Dealer is an
independent dealer and is not controlled by ADT. I agree that no agency,
employer/employee or fiduciary relationship exists between ADT and Authorized
Dealer. After I sign this Contract, it will be submitted to ADT for consideration
and acceptance. I expressly authorize submission of this Contract to ADT for
consideration and acceptance by ADT. If ADT accepts this Contract, ADT will
become the supplier of the Services to Me in place of Authorized Dealer and
this Contract will be between ADT and Me as of the commencement date of the
Services. No contractual relationship exists between ADT and Me unless and
until ADT accepts this Contract to become the provider of the Services. I
understand that ADT reserves the right to reject this Contract, in which case
ADT shall have no responsibility to Me. If this Contract is not accepted by
ADT, Authorized Dealer or ADT may notify Me of that decision. All references in
this Contract to “Dealer” shall be references to (i) Authorized Dealer, if ADT does
not accept this Contract and (ii) ADT, if ADT accepts this Contract to become
the provider of the Services.”
Provisions
within the contract advise the initial terms agreed upon explicitly on page 1A
under the “FINANCIAL DISCLOSURE STATEMENT”. Safe Haven performs the
installation in order for the consumer to obtain the ADT Monitoring services.
Safe Haven does not provide the ADT Monitoring or bill the consumer monthly.
Monitoring and billing are facilitated directly through ADT Corporate. Safe
Haven provided Ms. ******** a home customization sheet and a credit card authorization
form, both of which distinguish the equipment and fees were from an Authorized
Dealer. Safe Haven has not lied about being an Authorized Dealer, nor has Safe
Have lied about where the equipment comes from. The additional sensors the
consumer purchased are listed on page 4 of the contract and correspond with the
home customization sheet Ms. ******** provided a physical signature for. The electronic
contract lists the quantity, the description of the product, the product
provider (QOLSYS), and the cost of the equipment.
Safe
Haven previously advised the contract is an electronic contract. The signature
adopted onto the contract for the consumer’s signature is done electronically
by the consumer. The consumer is sent a 4-digit code only known to them on their
personal phone. This code is then entered into the tablet to sign and initial
the contract. These actions are performed solely by the consumer/ active
representation for the consumer should they not be present for the installation.
The certificate of completion also provides an IP address with a time stamp and
date of when the document was viewed, signed, and sent. Electronic signatures
cannot be “doctored” up by Safe Haven as there is a security encrypted process
that goes into the signature being generated.
Ms.
******** has been given full transparency about the contract, Safe Haven
Security, and the equipment since services were established. All of the documents the consumer signed physically and
electronically identify Safe Haven as an Authorized Dealer further proving the
allegations Ms. ******** has made are false. Ms. ******** was provided all
the necessary information upfront regarding the contract terms between herself
and Safe Haven with a rescission period she failed to exercise. At this time, there
are no further actions for Safe Haven to take as the electronic contract on
file is valid and do stand.
Customer Answer
Date: 11/11/2022
[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:

Safe Haven has provided proof of contract that has a signature on it that is not mine. I would like Safe haven to provide a contract that has my signature on it. How can anything they say be valid when the very contract they tricked me into is a fake? I don’t know where they pulled that contract from, but I definitely did not sign it, that is NOT my signature.
I can provide documents I signed all my life that show my signature, it’s nowhere close to what’s on safe havens made up contract.
safe haven had initially stated they provided me with ADT equipment, now they’re stating it wasn’t ADT equipment. They write paragraphs of words that do not address the fact they are making up a story. Unless they provide a document that shows the arrangement between me and ADT, that has MY signature, they can’t hide their scam behind a fake contract.
I’ll be waiting to see the contract I actually signed, that has MY signature on it.

Regards,

****** ********
Initial Complaint
Date:11/02/2022
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.
*** /Safe Haven Security...I have been can because got install door bell an just the panel on September24,2022...
The service installer told me that the have a shortage of cameras.... an he would have come back the following in a week ..bad rainy weather for the last 2 weeks.... finally i set up another appointment an the was a problem with the person who was installing the system ... the camera was not ***... an this order was wrong .... i have spoke to more than one person when i call ***..i have spoke to management office an i found out it was a third party..***... they tell me that i cant drop this service i have the pay85% of the contact ... my problem is that is had to call my bank to stop payment no one to talk with me ... please help *** *** ****
Business Response
Date: 11/02/2022
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 the that the consumer no longer
wants to continue paying for the monthly 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 or the installation
of the services.
On September 24th, 2022 Safe
Haven collected an electronic signature from Ms. ******* authorizing the
thirty-six (36) month agreement with Safe Haven for *** monitoring services. Ms.
******* conducted a verbal compliance recording on September 15th,
2022. During the recording the consumer acknowledged Safe Haven Security, the
monthly rate, and the terms of the agreement. Safe Haven provides consumers information
during the recording, documentation during the installation, and documentation
after the installation disclosing Safe Haven Security is how the services are
being obtained. Specifically, the details of the specialized package arranged
with the sales representative, the upfront cost, the distinction of the
agreement being with an Authorized Dealer, the billing method to be used for
the services, and the length of terms for the services installed by Safe Haven.
Safe Haven requires 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 require their authorization and signature agreeing to terms and conditions
specifically, for the installation of the services provided by Safe Haven
Security. Ms. ******* also used a hand
written signature to accept the home customization equipment package given by
the sales representative. Ms. ******* accepted the terms of the agreement by electronic
signature through a four-digit code sent only known her. The code was utilized to
enter into a mobile tablet to accept the signatures provided to the signer (Ms.
Modeste). When this was performed, Ms. ******* agreed to the terms of the
agreement and authorized the completion of the installation to her standards.
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. Per the contract, the Notice of Cancellation document includes the
following statements,
“TRANSACTION DATE: 09-24-2022
IN ORDER TO CANCEL, BUYER MUST SIGN
BELOW.
YOU MAY CANCEL THIS TRANSACTION,
WITHOUT PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE
TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES.
BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
IF YOU CANCEL, ANY PROPERTY TRADED
IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT
EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING
RECEIPT BY THE SELLER OFYOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST
ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
IF YOU CANCEL, YOU MUST MAKE
AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION,
AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY
IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN
SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
IF YOU MAKE THE GOODS AVAILABLE TO
THE SELLER AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE
DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS
WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE
SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO,
THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
TO CANCEL THIS TRANSACTION, CALL ************* YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR
DELIVERING A SIGNED AND DATED COPY
OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE TO:
SAFE HAVEN SECURITY SERVICES INC
*** *** ******** ********
**** ***** ****** ***
****** ** ****
NO LATER THAN MIDNIGHT OF : 09-28-2022”
During the installation, Ms.
******* confirmed a return trip to be schedule for Saturday, October first to
install camera devices owed. Safe Haven was alerted by Ms. ******* she had Covid
and rescheduled the appointment for October 12th, 2022. Safe Haven
received an additional alert from the consumer to update the appointment to
October 11th due to scheduling conflicts. Upon arrival, the
technician contacted the consumer and she advised she was not home due to last
minute work obligations and that she would reschedule with him directly for a
return trip. During the return trip, the technician advised the consumer he
would be installing the owed (2) outdoor cameras and were they would be placed.
The consumer inquired why she would not be receiving a total of (4) cameras and
was advised she didn't purchase additional cameras. The technician explained to
the consumer they discussed different equipment packages and the one she chose
was the one she was given by the sales representative that only included (2)
outdoor cameras. The consumer became upset with the technician and he got his
manager to speak with the consumer over the phone.
The technician manager contacted
the consumer to address the concerns while the onsite technician was still
present. The consumer advised she was expecting Safe Haven to provide (4)
outdoor cameras instead of (2). The technician manager advised the consumer
that we are able to hang (4) cameras, but that she would be required to pay for
the additional (2) devices because she was only permitted (2) cameras within
the points allotted for the sales package she discussed with her sales
representative. The consumer said she would not be allowing the technician to
finish the job and advised the manager she would be asking the onsite
technician to leave.
Safe Haven’s customer support team
received a call from the consumer upon the technician’s departure on October 27th,
2022. The consumer expressed her frustrations regarding the multiple visits
being scheduled and advised she wanted to cancel the services. Safe Haven
advised the consumer she would be subject to early termination fees and provided
her a quote of the early termination fee. 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.”
Safe Haven advised the consumer she
was not eligible to cancel without being subject to the early termination terms
and a fee would need to be paid in full to process her request. Ms. ******* began
using profanity and became belligerent with the customer support associate. The
customer support associate attempted to advise the consumer a trip could be
scheduled to go back to install the (2) cameras but the customer declined and continued
conducting combative behavior. The consumer advised she would be utilizing her
place of employment to escalate her concerns and disconnected the call after declaring
she would not be paying any fees to terminate the services. Ms. ******* contacted
*** with a complaint against Safe Haven, causing *** to reach out for inquiry. Safe
Haven provided an *** representative detailed information regarding the events
that had taken place on the account and advised Ms. ******* had rescheduled (4)
service appointments within that month. Safe Haven advised the *** representative
the consumer had been advised and already escalated to Technician management.
After further review of this complaint,
Safe Haven is unable to refund the customer any money or terminate the services
penalty free. Ms. ******* entered in the agreement willfully and acknowledged she
understood and agreed to the terms of the agreement. Ms. ******* was provided a
rescission period outlined under the “Notice of Cancellation” and failed to
exercise her right within the allotted time frame. Safe Haven attempted to provide
Ms. ******* with camera on 4 separate occasions. Out of the 4 occasions, Ms.
******* was only present for one and told the technician to leave. Safe Haven
has made multiple attempts to provide Ms. ******* with resolution and she has
declined. At this time, should Ms. ******* want to move forward with her
cancellation request she would be subject to the early termination fees. Safe
Haven encourages Ms. ******* to contact us directly if she wishes to forego
cancelling and decide to allow a technician to return to the residence to
schedule the (2) cameras outline within her contract. Safe Haven can be reached
directly at ************, Monday- Friday 8 AM-6PM central standard time. Should
Ms. ******* be unable to utilize a phone, he may contact our customer support
team via email at *******************************. Thank you for
your time.

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Safe Haven Security Services, LLC is BBB Accredited.