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:10/27/2022

  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.

  On November 24, 2021, I signed up for an *** Home Security system through their "Authorized Dealer," Safe Haven Security. We had closed on our home less than a week prior, and were obviously anxious to protect the home and our investment.
  
  The company markets very aggressively and offers substantial discounts on the equipment they installed on the date above. We paid only $129 for 2 security cameras and a Door bell camera. Obviously the terms were set in such a way to trick anxious new homeowners into signing up for a system. Once signed up, the terms of the contract are for 3 years with an early termination fee of over $1000 (We paid $1299 on 10/27/2022.)
  
  Contracts this long are unheard of these days and this contract was obviously intended to scam people. The terms are incredibly vague and leave *** the option to take over the contract at their leisure with no indication of when that would be (I was later told this would happen after 13 months.) Despite the *** logo in the contract header, the language "Authorized dealer is NOT AN AGENT OF ***," clearly meant to insulate *** from any consequences of this scam.
  
  We felt taken advantage of, given the upfront terms and exorbitant cancellation fee. Furthermore, the company made no effort to "keep us as customers," behavior I've seen out of no other company. Obviously, retaining customers is a concern to any legitimate business, and in this case was evidently never a priority: they intend to collect this termination fee. My Customer Support Representative told me they collect "a few cancellation fees a day."
  
  Their business model verges on criminality. This company is running a scam and I would like full reimbursement of my cancellation fee.

  

  Business Response

  Date: 10/28/2022

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by **** *****. Safe Haven sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the consumer’s
  experience with us. Safe Haven strives for customer satisfaction and would like
  to extend our apologies for any and all frustrations the consumer has endured
  throughout this matter. After reviewing the account, Mr. ********* entered into
  a 36-month agreement with Safe Haven on November 24th, 2021. Safe Haven
  is an Authorized Dealer of *** permitted to sell and install *** monitoring
  services. After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that there was any improper conduct performed at the
  installation, or during the collection of necessary documents required to be
  authorized by the consumer.
  Safe
  Haven utilizes electronic signature through the use of DocuSign. When the consumer
  signs the contract, they are presented an electronic contract on a mobile
  tablet with the technician at the installation. This information is authorized
  by the consumer inputting a four-digit code sent to them in order to generate
  an electronic signature. When this is signed, the consumer is authorizing they
  agree to the terms of the agreement and authorize the completion of the
  installation to their standards. Within the copy of 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 of
  our residential consumers as well as the Notice of Cancellation document that
  outlines the steps to exercise this right to cancel penalty free if chosen. Per
  the contract, the Notice of Cancellation document includes the following
  statements,
  “TRANSACTION
  DATE: 11-24-2021
  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: 11-29-2021”
  Once
  installation has occurred, it is the consumer’s responsibility and discretion
  to review any legal documentation provided to them that requires their
  authorization and signature agreeing to terms and conditions included,
  specifically, for the installation of the services provided by Safe Haven
  Security. Safe Haven provided Mr. ***** clear and concise information as
  mentioned in his complaint so that he was aware of the terms he agreed upon.
  Mr. ***** references the terms Safe Haven provided to him initially being
  unheard of “these days” with industry standards, however he opted to enter into
  the agreement at his own freewill that have the terms listed on the first page
  and throughout multiple places within the contract. 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, Mr. ***** has not mentioned any issues with the contract, the
  services, or rates over an eleven-month time period. Safe Haven has not received
  any communication from Mr. ***** throughout the duration of utilizing services
  outside of the conversation conducted on 10/27/2022. During the conversation,
  Mr. ***** requested to terminate the services and his request was honored. Safe
  Haven collected the fees outlined within the contract and processed Mr. *******
  request. Safe Haven will not be issuing Mr. ***** a refund of the early
  termination fee that was collected on 10/27/2022 as the remarks made within the
  complaint are not factually based nor have any evidence supporting eligibility
  of a penalty free service termination.  Thank
  you for your time.

  
  

• Initial Complaint

  Date:10/26/2022

  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 a new customer with *** (Safe Haven) at my new house we just bought. I have health issues and definitely wanted a security system to not only get me help when and if I need it but so my partners can watch over me while their away. After the first week I started having issues with equipment and the second week my door bell camera quit working. I called *** to get them to come out and either fix it or replace it as I was promised by the sales guys who were here. I spent almost 2 hrs on the phone while someone was reading me a SCRIPT, then told me that my equipment was old and outdated and that I wasn’t going to get a tech to come out but have a tech video call me, UNACCEPTABLE!!! I now want my money back and this equipment removed so I can go with a competitor. If I have to I will take Safe Haven to SC Court to get my money back plus expenses and court fees. Also, when I tried calling Safe Haven I am forced to leave a Voicemail everytime. BBB how does this business have an A+ rating with you when all I see are negative reviews and customers getting scammed and screwed out of their money? Seems like my complaint is with you too because this company, from my research last night and this morning is a scam and should not be allowed to seek to ANYONE ever again.

  

  Business Response

  Date: 10/28/2022

  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 consumer’s experience with
  us. Safe Haven strives for customer satisfaction and would like to extend our
  apologies for any and all frustrations the consumer has endured throughout this
  matter. Safe Haven will be investigating these allegations to the highest
  extent internally, as the allegations made within the complaint implied the
  consumer was given this information from *** Corporate and not Safe Haven
  Security.
  After
  reviewing the account, Mr. ******** entered into a 36-month agreement with Safe
  Haven on October 14th, 2022. Prior to the installation, Mr. ******** signed a customary work order authorizing Safe Haven to perform the installation
  of goods in order to obtain the *** monitoring services. The work order was
  collected on October 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. ******** of any system errors prior to the allegations
  from Mr. *****. Safe Haven’s first notice of any system errors did not occur
  until October 26th, 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: 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 ************. 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
  *** Security Services

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

  NO
  LATER THAN MIDNIGHT OF : 10-18-2022”
  Safe
  Haven was contacted by ****** ***** on 10/26/2022 through a voice mail. Mr.
  ***** mentioned issued with the doorbell cameras and that he wanted a refund
  and removal of the equipment so that he may enlist in services with a
  competitor. Safe Haven contacted Mr. ***** the same day,( 10/26/2022) and he
  expressed he was unhappy due to being allegedly advised by *** that Safe Haven
  gave him “old outdated equipment”. Unfortunately, Safe Haven cannot speak on conversations
  of hearsay that may or may have not occurred directly with our Authorized Dealer
  partner, ***. Safe Haven uses different equipment providers than *** and the
  equipment is the most current on the market with our equipment provider. 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 exhaust all options to provide a
  resolution and be 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. If a technician has exhausted all options necessary and
  has deemed the system inoperable, Safe Haven Security provides a penalty-free
  release. When system is refenced, "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 did not occur with Safe
  Haven. Safe Haven has not been to the consumer’s residence since the date of
  installation or been notified of any system errors to service until 10/26/2022.
  Should the consumer wish to move forward with their cancellation request they
  will be subject to 75% of the remaining balance of the contract. If the
  consumer is experiencing any services issues, we encourage him to contact Safe
  Haven to schedule an appointment. Safe Haven can be reached by phone at
  ************ Monday- Friday, 8 AM- 6 PM central time. Should the consumer be
  unable to utilize phone services they may also contact Safe Haven directly at [email protected].
  Thank you for your time.

• Initial Complaint

  Date:10/20/2022

  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.

  There have been numerous reports of sales representatives trespassing in my neighborhood, going door to door, harassing community members. The sales person or people lie and tell homeowners that they’re sent by our HOA to replace locks, doorbells, etc. WE HAVE NOTIFIED OUR HOA OF THIS AND ARE AWARE THAT THIS IS NOT TRUE. Yet these sales people continue to get rude with homeowners, within a community that they’re TRESPASSING in, arguing with the homeowners, insisting that they ARE in fact part of the HOA. This is false representation. Stop this company from allowing their salespeople to trespass, harass homeowners, and misrepresent their affiliations/ business partnerships. This is unacceptable.

  

  Business Response

  Date: 10/28/2022

  Dear Better
  Business Bureau,

  
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by ****** *****. Safe Haven sets a high standard for ourselves and are truly sorry to
  hear that this standard was not met in the consumer’s experience with us. Safe
  Haven strives for customer satisfaction and would like to extend our apologies
  for any and all frustrations the consumer has endured throughout this matter. Safe
  Haven will be investigating these allegations to the highest extent internally.
  In the interim, Safe Haven has added Ms. *****’ information to our “Do Not
  Contact” list to ensure no further communication/ contact attempts are made.
  Thank you for bringing this matter to our attention.

• Initial Complaint

  Date:10/17/2022

  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 canceled Safe Haven two months ago. I called ***** @ *** *** **** and I advised him that I received a bill for $60 and he said it might be the way I canceled and call *** I called *** and they said because the acct is through a third party Safe Haven would have to contact ***. So, I thought maybe it was a delay in the billing. But, I was going over my ******** bill and I was billed again
  I called *** again on Oct 15th and again they said Safe Haven would have to cancel the account. I called ***** and left message and he called back on Oct 17th and said the account was canceled and I have to go through ***. I'm sick of the lack of accountability from Safe Haven. I need this account to be canceled asap. *** said there's an automatic draft set to come out again on Nov 2nd.
  
  I would like my refund back in the amount of 120.00 for Sept and Oct billing.
  
  Thanks
  ******** * ****** **** ****** ** ********** ** *****

  

  Business Response

  Date: 10/21/2022

  Dear
  Better Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by ******** ****** Safe Haven sets a high standard for ourselves and are truly sorry to
  hear that this standard was not met in the consumer’s experience with us. Safe
  Haven strives for customer satisfaction and would like to extend our apologies
  for any and all frustrations the consumer has endured throughout this matter.
  Safe Haven is disappointed we were unable to continue the business relationship
  with the consumer and would like to assist her to the best of our abilities. Safe
  Haven is an Authorized Dealer of ***. We are licensed to sell and install *** monitoring
  services to consumers for their residential homes. Safe Haven does not have
  oversight on the monitoring or monthly billing.

  In the event a cancellation
  request occurs, Safe Haven is responsible for collecting the early termination
  fees outline within the agreement. A
  copy of the contract has been attached for reference.
  The early termination terms can be found on page 5 term 2 under “EARLY
  TERMINATION OF THIS CONTRACT”. The following term states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  Safe
  Haven processed the consumer’s cancellation request on 7/29/2022, and the
  consumer paid the balance of contract fees on the account. Per *** policy, a consumer
  is required to make a formal request with *** Corporate to terminate the
  monitoring services. On 10/17/2022,Ms. ****** advised Safe Haven she had done so previously and
  had been referred by *** to contact Safe Haven directly to collect early
  termination fees first.

  Safe Haven has escalated this matter to our Dealer Support
  team to help assist the consumer with her cancellation request. Safe Haven
  understands the frustration this has caused the consumer and we are working our
  hardest to ensure *** Corporate honors her original request. Safe Haven is
  awaiting a response from our Dealer Support team regarding the escalated request. In the interim, Safe Haven encourages Ms. ****** to issue this complaint to ***
  Corporate. Unfortunately, Safe Haven does not have authorization over ***
  monitoring services or billing and are unable to cancel the account or prevent
  the billing on the account to cease. Once Safe Haven receives an update on from
  our escalated request, we will advise Ms. ****** directly. Thank you for your
  patience and understanding.