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:09/13/2022

  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 signed up with safe haven security services to protect my home. I was referred to them from my realtor when we purchased our first home. The sales portion was great. I worked with ********* and she helped set everything up and told us if we ever had any questions or needs, to contact her. The man that came to install the equipment failed to install the sensors correctly which caused the front door sensor to alarm/chime the moment he shut the door to leave. I had to have someone come to the house to replace it and he even stated to me that it was not how they should be installed. He only had one sensor and so he only replaced one. He told me to call him if we had problems. I messaged and called him 3 times to let him know we needed the back door sensor replaced. There was no response. At the end of June, both cameras went offline and I was unable to get them working again. I immediately messaged ********* via email. No response for a week. Then I called her and left several voicemails over the next few weeks. Finally I got a text asking that I call her manager, ****. I called him, he stated he would contact customer service and I should hear from them by the end of the day, never did. The following week on July 29th I finally heard back from customer service. The cameras never were serviced and I finally asked them to just come pick up their equipment and cancel my services. *******, the customer service manager, refused to do so, even though safe haven breached the contract by not providing promised services. She has continually been rude, argumentative, and flat out refuses to cancel my services. I have provided her with all of the proof of the initial messages in June and explained the problems several times. There has still not been a service call here to fix equipment as of Sept 13th. Her expectation is for me to pay 1802.53 for an early termination fee. We have never been able to use the system properly from day one!

  

  Business Response

  Date: 09/27/2022

  
  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 customer’s experience with us.
  Safe Haven would like to extend our apologies for any and all frustrations the
  customer 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 May 25th,2022. Safe Haven requires all of our
  customers to review the terms of the contract at the time of installation and
  after.
  It
  is the consumer’s responsibility and discretion to review any legal
  documentation provided to them that requires their authorization and signature
  agreeing to terms and conditions included, specifically, for the installation
  of the services provided by Safe Haven Security. After further investigation of
  the allegations made by the consumer, Safe Haven did not find any evidence that
  the contract terms have been breached. Safe Haven has not been permitted by the
  account holder to service the system within the residence.
  Safe
  Haven began contacting the customer from 6/15/2022-6/30/2022 to confirm the system
  function within the residence and to resolve any outstanding issues she was
  experiences. The customer confirmed on 7/1/2022, the equipment was functioning
  with both Safe Haven Security and ADT. Safe Haven was notified that the customer
  reached out to her sales representative and advised she was experiencing issues
  with her cameras on 7/29/2022. Safe Haven’s customer support manager contacted
  the customer directly on 8/1/2022, and the customer advised she wanted to
  cancel the services and wanted to be released penalty-free from the agreement.
  The customer was advised she would be responsible for the early termination fee
  because the system had not been deemed inoperable. The customer attempted to reference
  the six-month money back guarantee during the conversation and refused Safe Haven’s
  attempt at servicing the system.
  The
  money-back service guarantee only applies after Safe Haven has been permitted
  to exhaust all options necessary to resolve a system-related issue. In the
  event Safe Haven is unable to provide resolution to a reoccurring system error within
  the first 6 months of the agreement, the equipment may be deemed inoperable and
  eligible for a penalty-free release.  When
  "system" is referenced, it means the security system and not any
  supplemental devices (cameras, thermostats, lamp module etc.). Supplemental
  devices are not a factor in the functionality of the actual security system and
  do not impact the monitoring services, nor the signal that *** receives to
  monitor the system. Anything that is preventing normal system operation cannot
  be caused by the consumer in order to qualify for the system being deemed in
  operable. The guarantees is an operational guarantee, not a satisfaction
  guarantee.
  Safe
  Haven began receiving emails on 8/3/2022-9/13/2022from the customer alleging
  the contract had been breached. Safe Haven advised the customer a service call
  could be scheduled to evaluate the equipment, however, if she wanted to forego Safe
  Haven offering a service appointment the contract terms would stand. The customer
  declined multiple attempts from Safe Haven to provide resolution to system errors
  and advised on 9/13/2021 that she had removed the equipment and mailed it to
  the address associated with *** Corporate.
  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 customer from the contract
  penalty free as the system was never deemed inoperable. The customer removed the
  equipment at her own discretion and has voided out the equipment warranty held
  under the contract terms. Safe
  Haven does not have authorization over monitoring and we cannot cancel the
  services on the customer’s behalf. The customer’s account is currently active
  and she will need to request the cancellation formally with ***. Once *** terminates the account, the customer will be responsible for the early termination
  fee balance in full. Should the customer fail to contact Safe Haven and pay the
  balance in full it will be sent to an outside agency to further assist. Haven
  can be reached directly by phone at ***********0 Monday- Friday, 8 AM- 6PM central
  time. Thank you for your review.

• Initial Complaint

  Date:09/12/2022

  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.

  Currently, they have an account installed on my garage door openers that will not allow me to program it. There tech set up his own username and password in the system. the manufacturer was unable to help me. I have called over 6 times being on hold for over 1 hour each time. only to be told that they are unable help or to refer me to ********* who sends me right back to them. I have caught the tech trying to open my garage door and have alerted the authorities. I have had to unplug my garage which now makes this space in my new home unusable. they refuse to help unless I sign some expensive contract. which I don't want

  

  Business Response

  Date: 09/27/2022

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made **** ******** in association with the account under **** ******** **. 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 would
  like to extend our apologies for any and all frustrations the customer has
  endured throughout this matter. After reviewing the account, Safe Haven
  Security’s Technical Support team assisted the consumer remotely over the phone
  and removed the garage door features from alarm.com in order for the consumer
  to use the *** application on September 12,2022. Safe Haven has completed the
  resolution for the consumer. At
  this time, there is no further action to be taken by Safe Haven Security. Thank
  you for your time.

• Initial Complaint

  Date:09/12/2022

  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:

   

  we were told equipment was free and contract stated 55.99/month. Bill came and its $70/month. Wife signed not realizing there were equioment charges. Salesman told us equipment is all free and just have to pay monthly charge. The guy who installed made her sign and she didnt realize what she was signing
  
  
  
  Regards,
  
  
  
  ********** **********

  ms. When I called, they said we've never heard of that and you are the first person to ever call with that complaint. I thought the sales pitch was shady, as he also said when our home gets broken into, 911 will prioritize us over other calls. Sounds odd that 911 would prioritize us over someone else. So we signed up for the $65 per month, no charge for equipment and and insurance discount. When I found out our insurance won't give us the discount I decided to call. That's when I found out the salesman wasn't with ***, but a 3rd party rep. When I looked at my contract i saw a charge for over $1100 and figured it was maybe a deposit for the equipment, because it couldn't be a charge. The salesman told us no charge for equipment, even showing us the normal prices for equipment and crossing them out. I was with my boyfriend and we both heard how he greeted us, the sales pitch and the crossing out of charges. If i knew i had to pay $1100, i would have stuck with my **** Cameras.

  

  Business Response

  Date: 09/27/2022

  
  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made
  ********** **********. 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
  with us. Safe Haven would like to extend our apologies for any and all
  frustrations the customer has endured throughout this matter. After reviewing
  the account, Ms. ********** entered into a thirty-six (36) month agreement with
  Safe Haven for *** monitoring services on July 23rd,2022. Safe Haven
  requires all of our customers to review the terms of the contract at the time
  of installation and after. Prior to the installation, the customer was provided
  different specials and packages authorized in a work order by the sales
  representative. Within the work order, Authorized Dealer is written in five
  different areas that the terms and services being obtained were from an
  Authorized Dealer of ***. Ms. ********** agreed to monthly services to be installed
  at a rate of $55.99 with the equipment package and pricing included at the time
  of the sale on 7/19/2022.
  After
  the sale, an installation appointment was scheduled for July 23rd,2022.
  The technician provided Ms. ********** all of the upgrade feature packages and
  she opted to upgrade the monthly monitoring rate to $66.99 with an additional
  equipment package purchase. The terms were not provided by the sales
  representative and were at the discretion of the Ms. ********** to opt into at
  her installation with the technician. During the installation, Ms. ********** reviewed
  and authorized a home customization sheet, a credit card authorization form,
  and completed the electronic contract. All of the documents signed at the
  installation reflected Safe Haven Security as an Authorized Dealer, a breakdown
  of the additional equipment purchase and the upgraded monthly monitoring rate
  sold additionally by the installation technician.
  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 for
  authorization by the consumer when the additional equipment purchase was agreed
  upon. 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 additional equipment purchased by Safe Haven Security. Safe Haven collected
  handwritten signatures for the equipment purchase and electronic signatures for
  the contract. When the contract was signed, Ms. ********** authorized she agreed
  to the terms of the agreement and authorized the completion of the installation
  to her standards.
   After reviewing the allegations, Safe Haven
  cannot speak or comment on conversations of hearsay. 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.”
   At this time, Safe Haven is unable to refund for
  the additional equipment purchase. Safe Haven provided all of the necessary
  documents for Ms. ********** to review and authorize she understood the cost of
  the equipment. Ms. ********** signed a credit card acknowledgment form authorizing
  her payment method of choice to be used to purchase the equipment. Ms.
  ********** signed and authorized that she understood the cost of the equipment,
  the payment method to be charged for the purchase, and the terms of the
  agreement that included the breakdown of the equipment cost. There is no further
  action to be taken by Safe Haven regarding this matter. Thank you for your
  time.

• Initial Complaint

  Date:09/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [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 was told the buyers of the home where taking over this however when they did not take it over obviously i was not contacted or i WOULD have re located it to avoid these charges. Again, I was not notified when the buyers did not take it over my ex husband (we were divorced 2021) who was not even on the account was sent an email that the charges where due in full and we obviously don’t have contact. 
  
  
  
  Regards,
  
  
  
  ***** ****sible for early termination fees. I do not communicate with my ex-husband and I was not notified of this problem and the account was in my name and my name only. My ex husband does not have any communication with me and i didnt get the email from him about this. He had nothing to do with the account and should have never been contacted let alone get a serious email that payement was now due and i was not aware. I was told back in May that I was free and clear of these services because the new buyers were installing and agreed to take over the account. It is not my problem that they did not finish that agreement out. This has now went to collection agency and it’s being put against my credit and I want something done about it as I was told I do not owe anything because the new buyers were taking over and when they decided I owe early termination fees the email was sent to an ex-husband that I have no contact with that had nothing to do with the account.

  

  Business Response

  Date: 09/23/2022

  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 customer’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 keep the business relationship with the
  consumer and provide our services to help protect her home.
  When
  services are established, the consumer signed a contract giving authorization
  to establish services and acknowledged the terms of the agreement at the
  installation. Safe Haven requires all of our consumers to review the contract terms
  before and after the services have been installed. 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 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 was signed, the consumer authorized she understood and agreed to the terms
  of the agreement. Within the copy of the contract, time stamp and date
  analytics reflect when the contract was received, reviewed, and signed. Safe
  Haven provides a three-day right of rescission period for all consumers outlined
  in the Notice of Cancellation document. Consumers may exercise their right to
  cancel penalty free by utilizing the rescission document. Per the contract, the
  Notice of Cancellation document states,
  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 : 1-13-2022”
  A
  copy of the contract has been attached for reference to the terms below. Page 5, term 2 titled, “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 provides courtesy relocation options to the contract to help consumers avoid
  having to pay the early termination fees outlined above. Safe Haven verified
  with Ms. **** the email address for those options to be sent on 5/5/2022 and discussed
  them with her verbally on the same day. Within the options, Ms. **** was
  advised of the 36-month agreement, the early termination fee due, and that the
  balance would be forwarded over to an outside agency if she was unable to pay
  the balance or utilize on the courtesy relocation options.  Safe Haven contacted Ms. **** on 5/12/2022 to
  advise her that the new homeowners had not obtained the services by voicemail and
  email. The account cancelled on 6/7/2022 and Safe Haven forwarded the balance of
  the contract to collections on 8/8/2022.
  At
  this time, Safe Haven is unable to release the consumer from the contract
  penalty-free, correct credit reporting, or waive the early termination fees.
  Safe Haven provided courtesy options to the consumer she failed to exercise
  them. Ms. **** signed she understood the terms of the agreement prior to any courtesy
  options were provided. The contract does not have a relocation clause, and has
  an explicit term outlining early termination of services. Ms. **** failed to
  pay the early termination fee balance and at this time, the current status of
  the account is valid. Safe Haven encourages  Ms. **** to settle the balance directly with
  ****** * *****. Thank you for your time.