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:10/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 2, 2022, Safe Haven Connected Homes & Security, an authorized third-party dealer for *** Security Services (***) technician, installed a security system consisting of a panel dashboard, motion detectors, and a ******* Video doorbell. I paid $129.00 on the installation day to cover labor and equipment installation and entered into a 36-month contract paying $65.99. The Contract includes a quality service plan (***) extended warranty plan on the panel and video doorbell.
  
  On June 9, 2022, I emailed ******* ******, Customer Support Associate, to advise that my Video ******* wasn’t ringing or monitoring activity. Nor was my cellular device projecting activity from the *******. I received an error message that ******* was undetected. *******, after unsuccessfully troubleshooting the issue, ******* agree to schedule a technician to assess and fix the problem.
  
  On June 30, a technician could not fix the ******* Video Doorbell and advised that an electrician would have to replace the wiring. I called Safe Haven Connected Homes & Security on July 5 after the holiday weekend to speak with a supervisor to dispute the technician's unwillingness to repair the video doorbell. Per the *** contract, paragraph ten (10) Extended Limited Warranty/Quality Service Plan (***), the Dealer (Safe Haven) will repair or replace any part of the equipment supplied by the Dealer that requires repair or replacement. I was on hold for 1.5 hours, and then Safe Haven disconnected the call.
  
  To date, I have been unsuccessful in getting an *** or Safe Haven technician to replace the ******* video camera. Due to contractual obligations, I cannot terminate my account without penalty.
  
  I am requesting repair the prefabricated inoperable equipment. In addition, I am flagging Safe Haven Connected Homes & Security as a fraudulent Dealer for not withholding their contact as a third-party vendor to ***. If repairs cannot be made, I am requesting release from *** contract and refund of $129.00

  

  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. After
  reviewing the account, the customer entered into a 36-month agreement with Safe
  Haven for *** Security on 5/2/2022. Safe Haven provides all of our customers
  the opportunity to review the terms of the contract at the time of installation
  and after. When services are established, the consumer signs a contract giving
  authorization to establish services. The consumer gives acknowledgement with
  their signature that they read and understood the terms of the agreement. It is the consumer’s
  responsibility and discretion to review any legal documentation provided to
  them that require their authorization and signature agreeing to terms and
  conditions included for the services provided by Safe Haven.
  Safe
  Haven performed the initial installation on 5/2/2022. Safe Haven attempted to
  complete the installation of the video services, but the consumer did not have the
  required Wi-Fi established within the residence for the devices to operate.  A return trip was scheduled for 5/4/2022 to
  connect the devices to the Wi-Fi. Safe Haven received a message from the
  consumer on 7/7/2022 advising that her doorbell camera was not working and didn’t
  realize it had not been working for quite some time. Safe Haven attempted to
  contact the consumer on 7/8/2022, and a voice message was left with direct contact
  information to schedule a service appointment. The consumer spoke with Safe Haven
  on 7/12/2022, and scheduled a service appointment to be completed on 7/18/2022.
  On
  7/18/2022, Safe Haven went to the residence and found that there was no power coming
  from the wires that connected to the doorbell. Safe Haven advised the consumer
  she would need to hire an electrician to get the power in order to power the
  doorbell camera. The consumer contacted Safe Haven to express she was
  unsatisfied with the technician and the services appointment that had been
  conducted.  Safe Haven advised the
  customer that we do not service electrical and if there wasn’t a power source
  to the doorbell, the doorbell would not function. Safe Haven advised her she
  would have to hire an electrician for the wiring. The consumer requested to
  cancel the services and Safe Haven advised her of the early termination terms.
  The consumer disputed the contract, alleged she was not aware she was in a
  contract, and advised she was going to be contacting a lawyer.
  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.”
  Provisions within the contract
  advise of the initial terms agreed upon on page 1A under the “FINANCIAL
  DISCLOSURE STATEMENT”. On the first page of the contract, the last sentence of
  the page is listed in bold writing and documents the following,
  “SEE PARAGRAPHS 1, 2, 3, 15 AND 19
  OF THIS CONTRACTS FOR ADDITIONAL INFORMATION ABOUT RENEWAL TERM(S), NONPAYMENT,
  DEFAULT, ACCELERATION AND RATE INCREASES”
  (All references to page 5
  “IMPORTANT TERMS AND CONDITIONS”)
              The
  “IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL
  TERMS(S); CONSUMER REPORT” and “EARLY TERMINATION OF THIS CONTRACT” within the
  first two paragraphs of the page. Please
  reference Page 8. Section 21( DELAYS) of the Important Terms and Conditions:
  “21.
  DELAYS. DEALER HAS NO RESPONSIBILITY OR LIABILITY TO ME OR ANY OTHER PERSON FOR
  DELAYS IN THE INSTALLATION OR REPAIR OF THE EQUIPMENT REGARDLESS OF THE REASON.
  DEALER HAS NO RESPONSIBILITY OR LIABILITY FOR INTERRUPTIONS OF SERVICE OR ANY
  RESULTING CONSEQUENCES, WHETHER DUE TO STRIKE, RIOT, FLOOD, FIRE, TERRORISM,
  ACT OF GOD OR ANY OTHER CAUSE WITHIN OR BEYOND DEALER’S CONTROL. IF THERE ARE
  SERVICE INTERRUPTIONS, DEALER HAS NO OBLIGATION TO SUPPLY ME WITH SUBSTITUTE
  SERVICES.”
  Safe
  Haven received a call from the consumer on 8/1/2022, and she expressed her concerns
  with doorbell camera and panel. Safe Haven scheduled an appointment for a
  technician manager to visit the residence on 8/2/2022. During the appointment,
  the technician advised both locations of the panel and the doorbell were not
  receiving power. The consumer became adamant that this was under the responsibility
  of Safe Haven to pay for an electrician because the devices had functioned before.
  The technician attempted to advise multiple times the something with the GFI/breaker
  had caused circuits to be tripped. During the appointment, the consumer went to
  the circuit break and had forgotten they previously had the circuits cut off.
  The panel’s power restored but the doorbell location still was receiving no
  power. We reiterated to the consumer an electrician would be needed to address
  the electrical wiring, and it would not be Safe Haven’s responsibility to obtain
  one for the consumer. The consumer advised they would be defaulting on their
  monthly billing and would contact the Better Business Bureau.
  At
  this time, Safe Haven is unable to release the consumer from the contract
  penalty free, replace the device, or provide compensation to the consumer. Safe
  Haven has advised the consumer on multiple occasions, a successful power source
  is required for the operational function of the doorbell camera. Safe Haven is
  not liable for damages caused outside of our control/ may have been cause by
  consumer use (turning of the breakers). In the event, a consumer’s action causes
  standard operational function of the system, such as; blowing a fuse in the
  wiring when breakers are tripped/ circuits are cut, it is at the consumer’s
  discretion to follow the professional instruction of our technicians. Should the consumer wish to move
  forward with their cancellation request they will be subject to 75% of the
  remaining balance of the contract. Safe Haven encourages the consumer to hire
  an electrician to evaluate/ replace the wiring. Once the is completed, the
  consumer may give us a call to schedule a return trip. Safe Haven can be
  reached at ************ Monday- Friday, 8 AM- 6PM central standard time. Should
  the customer be unable to utilize phone services they may also contact Safe
  Haven directly at *******************************. Thank you for your review.

• Initial Complaint

  Date:10/07/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the technician did not receive the contact with me and did not display the contract on a mobile device or tablet. He emailed me a link that took me to the DocuSign, and when you open the DocuSign it just says start, sign, submit, and does not give you time to review the document. Sure, I should have scrolled back up to read what I was signing, but I was trusting the word of your salesperson about what was sold to me. A 36 month contract was never mentioned by anyone. Not the technician nor the salesman. It was buried in a multi page document that was only presented by an electronic signature platform that takes you directly to the bottom to sign without any review of the document.
  
  
  
  Regards,
  
  
  
  ********* ******ave since learned that the contract we signed was a 36 month contract with no opportunity to pause/cancel payments. Our Homeowners Insurance company also stated the only discount they can offer $10 per YEAR. So now we are spending $55.99/month to save LESS than $1 per month. We have had this service for less than a month and found that it does not work with our lifestyle. We are now locked into $55.99/month for a service that we are not using.
  
  We have contacted Safe Haven now twice asking that they abide by what their sales representative presented to us, that we could cancel or pause this subscription as needed. If that were not possible, I also asked that we be downgraded to the cheaper plan, that the sales representative failed to present to us. The company has refused to abide by the promises of their salesman and have made no efforts to resolve this issue. We are extremely disappointed with the misleading statements made by their salesman and their failure to abide by his promises.

  

  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.
  After
  reviewing the account, the customer entered into a 36-month agreement with Safe
  Haven for *** Security on 9/17/2022. Safe Haven provides all of our customers
  the opportunity to review the terms of the contract at the time of installation
  and after. Prior to the installation, the consumer was provided a work order that
  outlined the terms of the agreement, the monthly monitoring rate, and the equipment
  to be installed.  It is the consumer’s
  responsibility and discretion to review any legal documentation provided to
  them that require their authorization and signature agreeing to terms and
  conditions included for the services provided by Safe Haven.
  When
  services are established, the consumer signs a contract giving authorization to
  establish services. The consumer gives acknowledgement with their signature
  that they read and understood the terms of the agreement. In the event the
  consumer wants to purchase additional equipment, additional documents are
  signed and agreed upon at the installation for payment /financing utilization.
  All service cost can be found in multiple areas listed on the first page of the
  contract including the “FINANCIAL DISCLOUSURE STATEMENT”, page 2 under “Section
  3. Method of Billing”, page 3 under “Section 4. Services to be Provided”, page
  4 “Section 5. Equipment to be Installed”, and page 5 terms1-3.
  Safe
  Haven utilizes electronic signatures through DocuSign. This signature is
  generated by inputting a unique pin number known only to the signer. The pin
  number is sent via SMS message to an authorized phone number on the account,
  entered into the document, and accepted for a signature. When the customer
  signed the contract, they were presented an electronic contract that reflected
  the terms on a mobile tablet/ mobile device with the technician at the
  installation. When this is signed, the customer 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 customers as well as
  the Notice of Cancellation document that outlines the steps to exercise this
  right to cancel penalty free if chosen. The document states the following
  below,
  “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: 09-21-2022”
  Safe
  Haven’s first contact from the consumer after installation occurred on 10/5/2022.
  Ms. ****** expressed she was experiencing a lot of issues and wanted to
  terminate the services. Safe Haven advised the consumer of the early
  termination terms and the fees associated with terminating the services early.
  Ms. ****** made allegations that she was told by a sales representative the  monitoring rate was a monthly subscription, that
  the service could be put on hold, and that her home owner’s insurance would go
  down. Safe Haven advised the consumer of the contract terms and that she would
  be held to those standards.
  On
  10/7/2022, the consumer contacted Safe Haven to see if she could downgrade her
  monthly rate. Safe Haven reiterated the previous contract terms she had been given
  prior, and let her know she was no longer within her rescission period to alter
  the contract terms. The same day, the consumer sent in a formal complaint within
  the customer service inbox stating the following below,
  “Hello,
  
  On September 14, 2022 we were approached,
  unsolicited, by a Safe Haven sales rep, **** ***** ******** *********. He
  offered us a discount for signing up with him that day, with the pressure that
  if we did not sign that day, we would lose the opportunity for that discount.
  He stated, "I am GPS tracked, so they know as soon as I leave here if you
  did not sign up with us, and I will not be able to offer this discount again."
  
  He told us in no uncertain terms, "We're not
  trying to take your money. This is a monthly subscription. You can cancel or
  pause payments if needed." It was only for that reason that we agreed to
  sign up with him, understanding that we could try the service out, and if it
  wasn't needed, we could cancel the subscription.
  
  He also only offered us one service option,
  $55.99/month, which I have since learned was the more expensive option. No
  other options were presented to us.
  
  Additionally, he affirmed that we would receive a
  discount on our Homeowners Insurance as a result of having ***. This was a big
  selling item for us, as it would help offset the $55.99/month cost. I have
  since learned from my Homeowners Insurance company that the only discount they
  can offer us is $10 per YEAR. So now we are spending $55.99/month to save LESS
  than $1 per month.
  
  We have had this service now for less than a
  month, and we have found that it does not work with our lifestyle. Having the
  system armed is highly inconvenient for our family, and we are not utilizing it
  at all. We are now locked into $55.99/month for a service that we are not using.
  
  On top of this, with interest rates rising, my
  student loan payments have risen to over $3,000/month, so we are facing
  financial hardships that we were not experiencing when interest rates were lower.
  
  We have contacted both *** and Safe Haven now
  twice asking that you abide by what your sales representative presented to us,
  that we can cancel or pause this subscription as needed.
  
  At a minimum, I have asked that we be downgraded
  to the cheaper plan option, which the sales representative failed to show us.
  
  I am incredibly disappointed with the service we
  were sold compared to what the sales representative presented to us, and I will
  continue to file complaints regarding this matter until this is resolved.
  
  Thank you, - ********* ******”
  
  Safe
  Haven responded to the consumer and advised her concerns had been escalated to
  the Sales Management team to reach out to her directly to further assist. A sales
  manager contacted the consumer the same day ( 10/7/2022), and left a message
  provide his direct contact information for a return call. Ms. ****** spoke with
  the sales manager the same day and request to be released form her contract.
  The sales manager advised she was not eligible to be released penalty free but advised
  he could reduce her rate to $45.99. The sales manager attempted to provide an
  amicable resolution for the consumer and she declined.
  A
  copy of the contract has been attached for reference to the early termination
  fee mentioned above. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS
  CONTRACT” states,
  “I
  AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
  RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
  TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
  THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
  (B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
  AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
  After
  reviewing the complaint, Safe Haven cannot comment on the allegations Ms.
  ****** stated the sales representative told her. 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 release Ms. ****** from the contract penalty-free or issue any refunds to
  her account. Ms. ****** was provided multiple documents that specified the 36-month
  term, the monthly rate, and the terms of the agreement. Ms. ****** signed that
  she read and understood those terms, and was provided a rescission period. Ms.
  ****** failed to exercise a penalty- free cancellation during the permitted time
  frame. Should she wish to move forward with her cancellation request she will
  be subject to 75% of the remaining balance of the contract. Safe Haven can be
  reached directly by phone at ************ Monday- Friday, 8 AM- 6 PM central time.
  Safe Haven encourages Ms. ****** to contact us directly to process her
  cancellation request and allow Safe Haven to collect the balance owed in
  reference to early termination. Should the consumer be unable to utilize phone
  services they may also contact Safe Haven directly at
  *******************************. Thank you for your time.

• Initial Complaint

  Date:10/06/2022

  Type:Sales and Advertising 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,
  
  
  
  ******* *********s is totally a lie, nothing was never mention about credit card nor financing.(see Attached) Safe Haven said they were ***, didn't inform my mom that new equipment will have to be install, she was under the impression they were activating the camaras already there, she didn't request a credit card, Safe Haven also enter her premises illegally and installed their camaras while she was on vacation. I called them to explain everything above (spoke to **** id# *****) said since my mom signed documents, we have to pay 75% of the term to cancel. I said this wasn't the deal and wasn't explain to my mom. Totally took advantage of an elderly person.

  

  Business Response

  Date: 10/20/2022

  Dear
  Better Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by **** ******** in regards to 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.
  After
  reviewing the account, the customer entered into a 36-month agreement with Safe
  Haven for *** Security on 6/24/2022. Safe Haven provides all of our customers
  the opportunity to review the terms of the contract at the time of installation
  and after. It is the consumer’s responsibility and discretion to review any
  legal documentation provided to them that require their authorization and
  signature agreeing to terms and conditions included for the services provided
  by Safe Haven. When
  services are established, the consumer signs a contract giving authorization to
  establish services. The consumer gives acknowledgement with their signature
  that they read and understood the terms of the agreement. Prior to the
  installation, the consumer signs a work order prior that outlines the 36-month
  term and the equipment to be installed. In the event the consumer wants to
  purchase additional equipment, additional documents are signed and agreed upon
  at the installation for payment /financing utilization. All service cost can be
  found in multiple areas listed on the first page of the contract including the
  “FINANCIAL DISCLOUSURE STATEMENT”, page 2 under “Section 3. Method of Billing”,
  page 3 under “Section 4. Services to be Provided”, page 4 “Section 5. Equipment
  to be Installed”, and page 5 terms1-3.
  Safe
  Haven utilizes electronic signatures through DocuSign. This signature is
  generated by inputting a unique pin number known only to the signer. The pin
  number is sent via SMS message to an authorized phone number on the account,
  entered into the document, and accepted for a signature. When the customer
  signed the contract, they were presented an electronic contract that reflected
  the terms on a mobile tablet/ mobile device with the technician at the
  installation. When this is signed, the customer 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 customers as well as
  the Notice of Cancellation document that outlines the steps to exercise this
  right to cancel penalty free if chosen. The document states the following
  below,
  “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: 6-28-2022”
  Safe
  Haven went to the consumer’s residence to install the *** monitoring services
  as requested and during the installation the customer purchased additional
  equipment. Safe Haven provided upfront pricing for Mrs. ********* regarding the
  additional equipment purchase and there were no disputes from the consumer.
  Safe Haven provided the consumer the option to finance equipment, in which she
  signed her acknowledgement of responsibility for the financing balance owed, signed
  the financing platform pamphlet, two separate home customization sheets; one
  that she accepted, the other she declined, and a credit card authorization form.
  On
  7/12/2022, Mrs. ********* contacted Safe Haven and advised that she wanted to
  terminate the services. Mrs. ********* was advised she would be required to pay
  the early termination fee outlined in the agreement. Mrs. ********* had her
  son-in- law take over the call to inform the representative his mother-in-law
  was moving in with her daughter and no longer needed the services. Safe Haven advised
  both parties on the phone the early termination fee would be required in order
  to cancel the services outside of rescission. The son-in-law advised no one
  installed equipment at the home and Safe Haven advised a copy of the contact
  and documents on file could be sent for validity of the installation that took
  place. When Safe Haven attempted to confirm the email on file, the email did not
  match with what Mrs. *********’ s email address, and the call was transferred
  to *** for the consumer to submit a fraud claim.
  Safe
  Haven was contacted later in the day (7/12/2022) and he expressed his frustration
  about the early termination fee. He advised equipment was never installed and
  that his mother no longer wants the services. Safe Haven advised the consumer
  that the alarm.com application that transmits signals from the devices within
  the home to *** are reflecting multiple devices installed. The consumer continued
  to dispute the equipment being installed but eventually admitted that he did
  see the equipment and that she did sign the contract. He advised they would not
  be paying the early termination fee and would hire legal counsel if needed.
  A
  copy of the contract has been attached for reference to the early termination
  fee mentioned above. 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 a call from **** ******** on 10/6/2022. Mr. ******** expressed his
  concerns over the Synchrony billing and that his mother never signed the
  contract. Mr. ******** advised his mother only wanted the existing equipment
  within the home and advised he would be going to the Better Business Bureau.
  At this time, Safe
  Haven is unable to release Mrs. ********* from the contract penalty-free or cancel
  the Synchrony balance. Should she wish to move forward with her cancellation
  request she will be subject to 75% of the remaining balance of the contract.
  Safe Haven can be reached directly by phone at ************* Monday- Friday, 8
  AM- 6 PM central time. Safe Haven encourages Mrs. ********* to contact us
  directly to process her cancellation request and allow Safe Haven to collect
  the balance owed in reference to early termination. Should the consumer be
  unable to utilize phone services they may also contact Safe Haven directly at
  [email protected]. Thank you for your time.

  Customer Answer

  Date: 10/26/2022

  This Rejection Letter is in regards to the response to Safe Haven for my complaint submitted on 10/6/2022 against Safe Haven Security Services, LLC.  My complaint was assigned ID ********.
  
  My 75 year old illeratate mother, who doesn't speak and understand English too well and very trusting, sign the documents that she thought was what  she requested from the sales people, not knowing the sales people took advantage of an old lady, and had their way with the order and also finance it thought a credit card company that was not told to her. The extra equipment she ordered was an additional box for one of the bedrooms. Also they failed to address in their response, they entered her property illegally when she was on vacation and did their installation, which was very sneaky, because at least if she saw them doing that, she would have stopped them then and there. 

• Initial Complaint

  Date:10/01/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  How can you possibly follow up on this without even asking me who came to my door representing your company? This form letter nonsense reply is so obviously a lie that it’s a wonder you even bother to send it. I think it says a lot about your company and the standards you actually have as opposed to those you claim to have. 
  
  Regards,
  
  
  
  ****** ******

  

  Business Response

  Date: 10/19/2022

  Please accept this as Safe Haven Security's formal response to the complaint made by the consumer. 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 escalated the complaint to our Human Resources management to further investigate and address the concerns with the consumer directly. Thank you for your time.

  

  Business Response

  Date: 10/31/2022

  Dear Better Business Bureau,
                  Please accept this as Safe Haven Security Services,
  LLC (“Safe Haven”) formal response to the rejection made by Mr. ******. Safe
  Haven advised in our initial response we would be contacting him directly to
  further investigate the concerns and allegations made within the complaint.
  When a consumer submits allegations based on conversations had that did not
  result in obtaining the services, Safe Haven will use the information the
  consumer provided ( property address) locate the sales division, manager of the
  office location, and begin investigating the tracking tools used by outside sales
  divisions to determine when/if an employee of Safe Haven visited the residence.
  In the event Safe Haven needs additional information outside of what was listed
  within the complaint/ are unable to identify any tracking associated with a
  Safe Haven employee, Safe Haven will contact a consumer to collect additional
  information to proceed with the internal investigation from the information
  collected within the complaint.
  
                  Once an employee is confirmed either way, Safe Haven
  Sales management will take disciplinary action based on the level of compliance
  violation. Mr. ****** did not provide any detailed information within his
  initial complaint and in order to address his concerns, we provided the
  previous response to alert Mr. ****** that we would be having our Human
  Resources management to further investigate the allegations. Safe Haven hopes
  this better explains the process that goes into an investigation as we are
  required by state provisions to protect the privacy rights of an employee
  during an open complaint. Safe Haven encourages the consumer to contact our
  Human Resources management directly for further assistance with any concerns on
  this matter. Safe Haven's Human Resources management can be reached by email at
  ******************************. Thank you for your time.

  

  Business Response

  Date: 11/01/2022

  I attempted to contact the consumer by phone with a voice message and have attached an email that was sent this morning for the complaint records. Safe Haven has made contact with the consumer and provided additional contact information should he have any further questions/ concerns.

• Initial Complaint

  Date:09/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Safe Haven is a company of scam artists. It is absolutely untrue that the system failures were due to"user error" that is the company literally covering their own butts, to get out of accepting blame for their systems failing. I was out of town for 7 days, and the system si not work. How was any part of that user error? And I did not have a battery optimization program on my phone, that is an out right lie! This company is scamming people with equipment they know doesn't work, and then placing the blame on the consumer and refusing to let them out of their contract! I even spoke with *** corporate and they said they have constant problems with customers who have service with sage Haven. My system has failed multiple times, not because of me, but because their system is sub par. I never muted my camera. I did not disable anything. This is solely on safe Haven. They need to do the right thing and let me out of my contract. The BBB needs to make people aware that they will be scammed if they choose *** SAFE HAVEN. 
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  ****** *****

  is is ridiculous.

  

  Business Response

  Date: 10/19/2022

  
  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.
  After
  reviewing the account, the customer entered into a thirty-six (36) month
  agreement with Safe Haven for *** monitoring services on April 2nd ,2022. Safe
  Haven requires all of our customers to review the terms of the contract at the
  time of installation and after. After further investigation of the allegations
  made by the consumer, Safe Haven did not find any evidence supporting the
  claims regarding eligibility to be released from the agreement or free
  monitoring services.
  Safe
  Haven installed the monitoring system within the residence on 4/2/2022. Safe Haven
  returned to the residence on 4/16/2022 to add the camera device to the Wi-Fi,
  set recording rules for the camera, and provided user education on the camera
  device before leaving the residence. On 5/19/2022, Safe Haven received a service
  request from the consumer regarding the volume settings for the camera’s
  microphone. Safe Haven returned to the consumer’s residence on 5/20/2022, and
  advised the consumer she had muted the two-way function of the device, causing
  the microphone to be muted. The technician unmuted the camera and confirmed the
  device was properly functioning. Safe Haven did not receive any additional service
  request within a 60-day time period following the user error concerning the
  volume settings.
  On
  7/29/2022, Safe Haven received an email from the consumer on 7/29/2022 regarding
  multiple system errors with the panel and camera. The consumer advised they
  were not able to utilize the remote capabilities from their cell phone to the
  system, and that they were experiencing system malfunction from the sensor and
  camera. Safe Haven’s technical support team attempted to contact the consumer
  by phone and email to help assist the consumer with the alleged system errors. Safe
  Haven made multiple attempts to contact the consumer from 7/29-8/2. The
  technical support team was able to assist the consumer remotely and provided
  user education on how to arm the system while changing the entry delay for the back
  door sensor. On 8/8/2022, the consumer advised she was not able to arm or
  disarm the system from the phone application and that she was not going to
  continue to pay for the services if it was not going to work.
    Safe Haven serviced the system on 8/12/2022
  and found that the consumer’s phone had a battery optimizer that disabled the location
  services on the consumer’s cellular device. When this occurred, it disabled the
  system communication between the consumer’s phone and monitoring system. Once
  location services were turned back on, the consumer was able to operate the
  monitoring services remotely from her cellular device. The technician remounted
  a sensor to ensure that it had a closer connection to communicate to the system
  panel. Safe Haven did not receive any additional service request within a 45-day
  time period following the user error of disabling the location services, causing
  the system communication to fail the remote monitoring capabilities. 
  On
  9/28/2022, Safe Haven received a call from the consumer advising she was having
  issues with her cameras and that the panel was not communicating. The consumer
  advised she was not wanting to pay a service fee for something she felt was
  Safe Haven’s fault. The consumer expressed she was entitled to a free service
  trip or that Safe Haven should release her from her contract penalty free. Safe
  Haven reviewed the events that had occurred on the account, along with the user
  errors that had caused all but one of the service requests. Safe Haven advised
  the consumer she would not be awarded a free service trip as it had been waived
  previously, and was given the option for a technical support call for remote
  assistance. The consumer became escalated, declined the technical support call,
  and demanded to receive compensation credit towards her account billing. Safe Haven
  advised the consumer that we do not oversee monthly billing and her request would
  need to be made with *** Corporate. The consumer requested to speak with *** and
  the call was transferred over to *** for further assistance.
  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.”
  Please
  reference Page 8. Section 21(DELAYS) of the Important Terms and Conditions:
  “21.
  DELAYS. DEALER HAS NO RESPONSIBILITY OR LIABILITY TO ME OR ANY OTHER PERSON FOR
  DELAYS IN THE INSTALLATION OR REPAIR OF THE EQUIPMENT REGARDLESS OF THE REASON.
  DEALER HAS NO RESPONSIBILITY OR LIABILITY FOR INTERRUPTIONS OF SERVICE OR ANY
  RESULTING CONSEQUENCES, WHETHER DUE TO STRIKE, RIOT, FLOOD, FIRE, TERRORISM,
  ACT OF GOD OR ANY OTHER CAUSE WITHIN OR BEYOND DEALER’S CONTROL. IF THERE ARE
  SERVICE INTERRUPTIONS, DEALER HAS NO OBLIGATION TO SUPPLY ME WITH SUBSTITUTE
  SERVICES.”
  Safe
  Haven received a call from the consumer the following day ( 9/29/2022), and she
  requested to cancel within 6 months to enforce the guarantee *** advised her t
  she could use. The consumer stated she could use that due to her system failing
  (5) times, and that the system was not currently working. Safe Haven advised
  the consumer the six-month money back guarantee is specific to the malfunction
  of the system with a repeated rate of failure. The failure would have to be
  caused naturally by the system and could not be caused by user error/ tampering.
  In addition, Safe Haven would have to be permitted to exhaust all options to
  provide resolution first, and be unsuccessful to enforce the policy. The system
  would be deemed inoperable by Safe Haven and Safe Haven would inform the
  consumer of the eligibility to enforce the policy, not ADT.
  When
  “system” is referenced, this means the monitoring system and does not include
  supplementary devices. Supplementary devices operate off a separate communication
  stream not tied to the function of the monitoring. A camera, for example would
  be considered supplementary. These devices are considered supplementary because
  they do not impact the function of the monitoring system or prevent it from transmitting
  a signal to *** in order for the consumer to utilize the alarm monitoring
  services.
  At
  this time, Safe Haven is unable to release the consumer from the contract
  penalty free. 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 her to contact Safe Haven to
  schedule an appointment with the associated trip fees. 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 *******************************. Thank you for your time.

  

  Business Response

  Date: 10/21/2022

  Dear Better Business Bureau,
  
  
  Please accept this as Safe Haven Security’s formal response to the rejection made by ****** *****. Safe Haven has provided detailed explanation of what qualifies to be permitted a penalty-free release, and Mr. ******* system has not been deemed inoperable. At this time, Safe Haven is unable to release the consumer from the contract penalty free. Mr. ***** had services installed on 4/2/2022, and did not request cancelation until outside of the rescission period. Safe Haven had offered services visits, provided technical support, and provided user education to the customer. Should the consumer wish to move forward with their cancellation request they will be subject to 75% of the remaining balance of the contract as they have surpassed the time permitted within the rescission period to cancel penalty free. If the consumer is experiencing any services issues, we encourage her to contact Safe Haven to schedule an appointment with the associated trip fees. 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.

  Customer Answer

  Date: 10/21/2022

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

  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

   

  I should not have to call out technical support 5 times within 5 months. That is absurd. Safe Haven knows their equipment is faulty. They blame the customer. None of the instances of my system failing was due to user error. They know this, they refuse to accept accountability for it. It is truly sad the scam this company is running. I am not going to pay 75% of the fees due to cancel. That would be ridiculous. I will continue to share my story so no one else gets scammed like I did. They should be ashamed of themselves. Absolute scam artists. 
  
  
  
  Regards,
  
  
  
  ****** *****

• Initial Complaint

  Date:09/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  BBB folks, please look at the number of complaints filed against this company with BBB filings, Invoices were never sent to me with final invoice in mail, other than email. never was i informed that 4/27 was deadline to accept the terms. This company is a complete fraud company and i have already escalated this issue with *** corporate office to withdraw their resellers license. 
  
  Regards,
  
  
  
  ******** *************

  

  Business Response

  Date: 09/27/2022

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response made by ******** ************** Safe Haven has communicated with the customer at length in
  regards to the request that has been escalated through this mediation. The contract
  agreed upon does not have a relocation clause. Safe Haven offers the relocation
  options sent via email as a courtesy to the terms agreed upon the contract.
  Within the contract, 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 provided courtesy relocation options to the customer on 4/20/2022 in
  addition to a cancellation fee quote. Mr. ************* corresponded via email to
  request an early termination fee and how to pay the balance on 4/27/2022. Safe
  Haven provided steps required to pay the balance in full and placed the due
  date as 4/27/2022. Safe Haven did not hear back from the customer before the
  account terminated on 5/17/2022. Per the contract terms above, once the account
  cancelled the balance was forwarded to an outside agency to collect on. The
  service provider, (*** Corporate) sent a final notice of the disconnection of
  services based on the customer’s initial request to discontinue the services
  with them directly on 4/15/2022. The customer previously signed a contract
  authorizing he understood the terms of the agreement and what is expected when
  early termination occurs.
  Safe
  Haven did not collect direct funds from the customer at any point during the
  cancellation process or promise to refund any charges that we did not collect. The
  balance was due in full on 5/17/2022. The customer was given a previous due
  date of 4/27/2022 when the customer requested to pay the fee. Safe Haven provided
  relocation options for the customer to utilize on 4/20/2022 and the customer failed
  to exercise them before the account cancellation. After further review of the account,
  the customer paid the cancellation fee balance with the outside agency
  following the cancellation. Safe Haven would not be responsible for providing a
  billing adjustment or a refund to the customer.  Safe Haven has not conducted any fraud and the
  allegations the customer has made are false. There is no further action for
  Safe Haven to take. Thank you for your time.

  

  Business Response

  Date: 09/30/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s
  response to the rejection made by the consumer. Within the rejection, the
  consumer advised he was never given a final notice. Safe Haven sent written
  documentation of the balance of contract due on 4/27/2022, after the consumer
  requested to pay the balance. When the balance was not paid in full on that
  designated date, the consumer’s contract terms preceded. Please review the
  emails and invoices sent to the consumer on April 21st,2022 and April 27th,
  2022. The consumer previously advised he never received invoices from Safe
  Haven in the initial complaint. Safe Haven sent the consumer invoices upon his
  request, each with noted due dates. The consumer signed the contract
  acknowledging he understood the terms of cancellation, including the early
  termination fee for the balance of contract payment. Safe Haven provided
  invoices to the consumer on two separate occasions with due dates listed, in
  addition to *** confirming with the consumer the final date of cancellation.
  The consumer initially authorized he understood the cancellation policy
  outlined within the agreement was included in the previous response. Safe haven
  has not committed fraud and would like those allegations retracted.
  Safe Haven has contacted ***
  Corporate due to a recent notice on 9/28/2022, of funds being reversed on the account.
  Safe Haven has requested *** contact the consumer directly to advise of the policies
  required by Authorized Dealers. Authorized Dealers are required to uphold the balance
  of contract, in addition to the time frames restricted for any reversal of fund
  request. Safe Haven has contacted our outside agency to issue funds back to the
  consumer directly/ advise if Safe Haven will need to do so. Safe Haven has
  contacted the consumer regarding the account status and refund due to *** corporate’s
  current actions. Safe Haven has informed the consumer if the outside agency is
  unable to issue the funds back, Safe Haven will issue them directly by check
  through postage. Safe Haven has requested the consumer to update his complaint with
  our findings once we receive confirmation from both, *** and ****** ******.
  The allegations made against Safe Haven within the complaint are false, and
  there is nothing supporting that Safe Haven has committed any acts of fraud
  regarding this matter. Thank you for your time.