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:09/08/2022

  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.

  Instalation of equipment was on 9/6/2022, I have a 3 day free trial before canceling. Today is 9/8/2022 and can not be reach out by phone.
  
  I want to cancel my free trial on **** ********* **** ********* ** ***** service.
  
  I was also not giving a garage door opener control how it is stated.

  

  Business Response

  Date: 09/15/2022

  Dear
  Better Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by **** **************. Safe Haven strives for customer satisfaction and would like to
  extend our apologies for any and all frustrations the customer has endured
  throughout this matter. After reviewing the account, Safe Haven has spoken with
  the customer directly and processed the cancellation request. A removal of the
  system has been scheduled for 9/16/2022. Thank you for your time.

• Initial Complaint

  Date:09/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I started with this company I was told that they could break my payments up into 5 payments. That then turned into 3. I started with the company in April. I had 4 techs come out and none of them helped. I reached out to one of the techs ****** and he no longer works there. My bill was supposed to be 55.00 dollars a month that turned into 68.00 a month. When the cameras were installed ******* left the cameras not working and hanging off my house. They weren't attached properly. I have photos and they were sent to his manager. He also stated that someone had stolen camera's out of his car so he was irritated and didn't even want to do the job. He then broke the garage and told me to call someone the next day and they could fix it. I reached out to the corporate office and his supervisor and they made up excuses for him and the company. I have paid roughly about 300.00 into this crap and they never want to fix anything. I asked them to let me out of my contract and they didn't want to do that. The wait times to get help are astronomical and they don't want to help, but they want to call you everyday and text you about a payment. They will call late at night and I have the text to prove it. Nothing has been resolved, I want them to remove me from collections and my contract and allow me to deal with somebody who actually cares.

  

  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 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 April 20th,
  2022. During the installation, the consumer purchased additional equipment, and
  utilized a flex-payment agreement to suffice the total balance owed on the
  equipment ( $819.32) into three ( 3) separate payments of ($273.11). The consumer
  signed a payment authorization form acknowledging the payments would be drafted
  on a monthly rate to be concluded over a three-month time span. Safe Haven has
  attached the contract and a copy of the flex-payment authorization form for
  review.
  Each
  flex payment was set to draft out on the following dates; 420/2022, 5/20/2022,
  and 6/20/2022. The consumer had set the payment arrangement for the flex payment
  schedule to be used towards the monthly billing for the monitoring services. After
  the first payment was drafted for the flex payment, the second and third payment
  arrangements both defaulted in addition to the monthly billing. During that
  time, Safe haven went to the consumer’s residence on 5/2/2022, 5/13/2022, and
  5/17/2022 to service the system. Safe Haven issued the consumer a refund for her
  first month service as a courtesy for the service calls conducted during May.  Safe Haven corrected system errors, replaced
  cameras, repositioned anchoring for the cameras, rand full diagnostic test of
  the system, replaced a thermostat, and advised of additional devices to boost
  the signal strength for the cameras.
  Safe
  Haven attempted to collect valid payment information from 5/23/2022-8/1/2022 in
  order to collect payment for the devices provided to the consumer upfront. Mrs.
  **** ***** failed to provide sufficient payment information to suffice the additional
  equipment purchase and has yet to provide sufficient information to suffice the
  outstanding the monthly billing the monitoring services. Safe Haven has not
  collected any funds from the consumer for the monthly services being provided
  in over four months. Safe Haven has made calls, sent letters, and texted her
  advising of the account status and have little to no communication back. Safe
  Haven first spoke with the consumer on 5/23/2022 and she advised she was getting
  a new card. On 6/3/2022, she advised she was in the hospital during the previous
  weekend and had a full voice mail box. Safe Haven collected card information
  and attempted verify payments to be ran on 6/10/2022, but the consumer did not respond
  to contact attempts.
  Safe
  Haven received a follow up on 6/13/2022, and attempted to draft the owed
  balances but the payment defaulted. Safe Haven attempted to contact the customer
  by email on 6/24/2022 to advise of the billing issues and provided direct contact
  numbers and email addresses for follow up. During this time, a technician had been
  contacting the consumer from 6/10/2022 until 6/25/2022 everyday attempting to
  collect valid payment information. He advised she would respond each day and state
  she would give him the information and disregard further communication attempts
  the remainder of the day. Safe Haven made additional attempts from
  6/27/2022-6/28/2022. The consumer called back on 6/28/2022 and advised her mother
  had passed away and that she had been out of the state, but would follow up with
  Safe Haven to provide payment for the second payment installment.
   Safe Haven did not hear back from the consumer,
  and Notices were sent to the consumer on the account 7/8/2022 and 7/12/2022. Each
  time contact was made with the consumer to bring the account balances current,
  Safe Haven was provided different responses prolonging the payment being
  collected. Safe haven received follow up from the consumer by voicemail on 7/29
  asking for Safe Haven to allow her to make an additional payment arrangement
  extending her previous ones that were delinquent.
   Safe Haven sent a notice to the consumer advising
  the balance of the additional equipment purchase had defaulted, and been sent
  to an outside agency on 8/4/2022. Safe Haven advised the previous arrangements had
  been left unpaid for over a two-month time span. The consumer had an outstanding
  equipment balance valued at $546.21 and was currently pending disconnection of
  services due to not establishing a valid payment method to cover the monthly
  billing services. Safe Haven made additional attempts to contact the consumer by
  phone, text, and letters on 8/5/2022, 8/12/2022, 8/15/2022, and 9/15/2022. After
  further investigation of the allegations made by the consumer, Safe Haven has
  not found any evidence that supported the statements being made. Safe Haven has
  attempted to work with the customer on several occasions and have been met with
  silence from the consumer. At this time, the consumer failed to contact Safe Haven
  directly within a timely manner to avoid the disconnection of her monitoring
  services. Safe Haven
  is unable to release the consumer from her contract, issue any credits, or fix
  credit reporting as we have made multiple attempts prior to her account
  delinquency to provide resolution to her concerns to avoid the current status
  of her account.

• Initial Complaint

  Date:09/06/2022

  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.

  When I was sold the security system I was lied about the cameras capabilities. The system keeps disconnecting from the network and not alerting to things going on. A technician has been out here twice. And the problem still continues. I have tried to get them to honor ***** money back policy but they don’t go by the policies of the company that Carrie’s the name or I pay my money too. I have tried to cancel it three times. They keep telling that some has to call me back and they never do.

  

  Business Response

  Date: 09/15/2022

  Dear
  Better Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by **** ***********. Safe Haven strives for customer satisfaction and would like to
  extend our apologies for any and all frustrations the customer has endured
  throughout this matter. After reviewing the account, the customer entered into
  a thirty-six (36) month agreement with Safe Haven for *** monitoring services
  on June 4th, 2022. Safe Haven did not receive any communication from
  the customer about the system until August 4th,2022.
  Safe
  Haven utilizes electronic signature through the use of DocuSign. When the
  customer 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 customer inputting a four-digit code sent to them in order to generate
  an electronic signature. 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. Per the
  contract, the Notice of Cancellation document includes the following
  statements,
  “TRANSACTION
  DATE: 06-04-2022
  IN
  ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU
  MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE
  BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT
  AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR
  UNDERSTANDING OF THIS RIGHT.
  IF
  YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE
  AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED
  WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR
  CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION
  WILL BE CANCELLED.
  IF
  YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN
  SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU
  UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF
  THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE
  AND RISK.
  IF
  YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP
  WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY
  RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO
  MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO
  THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL
  OBLIGATIONS UNDER THE CONTRACT.
  TO
  CANCEL THIS TRANSACTION, CALL *************. YOU MAY ALSO CANCEL THIS
  TRANSACTION BY MAILING OR
  DELIVERING
  A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
  TO:
  SAFE
  HAVEN SECURITY SERVICES INC
  *** *** ******** ********
  **** ***** ****** ***
  ****** ** ****
  NO
  LATER THAN MIDNIGHT OF : 06-08-2022”
  The
  emergency contact listed on the account requested to cancel the services on
  August 4th,2022. Safe Haven provided and early termination fee quoted
  and the customer referenced ***** six-month money back guarantee.  Safe Haven advised we do not outline a six-month money
  back guarantee in the contract nor do we reference one on our website. Safe
  Haven understands the confusion in which a consumer may have when referencing
  *** and we do honor a six-month service money back guarantee for the monitoring
  services with eligible conditions. A money back service guarantee is only
  eligible after Safe Haven has made attempts to resolve a consistent
  system-related issue and are unable to resolve that issue within the first 6
  months of the contract. When "system" is referenced, this means the
  security system, not cameras, thermostats, lamp modules, etc. as those devices
  are supplemental to the system and not a factor in the functionality of the
  actual security system. Conditions preventing normal system operation cannot be
  caused by the customer. The guarantee is an operational guarantee not a
  satisfaction guarantee.
  Safe
  Haven attempted to advise the customer of the rescission period allotted
  outlined within the Notice of Cancellation document, but the customer became
  escalated. The customer support representative offered to schedule service appointment
  with trip fees waived and the customer declined before disconnecting the call.
  Unfortunately,
  we do not have on record of events or attempts reflecting that Safe Haven has
  been notified of services related issues and been permitted to attempt
  resolution on them outside of the singular service appointment conducted and
  completed in on June 8th,2022. Safe Haven is unable to refund the
  customer or cancel the services penalty free. 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 invites the customer to contact us directly so we can
  better assist with any concerns he may have. Thank you for your time.