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:04/23/2024

  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.

  canceled my *** service. Received no calls or warning and safe haven sent a bill to collections for early termination. When I canceled there was no statement about this and was never contacted. I found out through a credit alert and had to google to even find out what it was from.

  

  Business Response

  Date: 04/24/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint submitted by the customer. Safe Haven strives for
  excellent customer service, and deeply regrets to hear the customer’s
  experience with Safe Haven wasn’t satisfactory. Safe Haven has conducted a
  thorough investigation of the account, and we respectfully disagree with his
  characterization of events.

  After further review of the
  account, Safe Haven made attempts both verbally and in writing to ensure the
  customer was made aware of the early termination fees assessed prior to the
  account’s cancellation. It is important to note the Alarm Services Contract
  explicitly details the early termination fees and was provided to the customer
  to review at their discretion prior to signing. When the customer signed the
  contract, they agreed they understood the terms and conditions, specifically
  the fees associated when terminating the account before full term.

  Consequently, the customer’s
  account was cancelled at their request. The cancellation was effective in October
  2023, and as a result of his cancellation, he was assessed an early termination
  fee pursuant to the contract. Following his cancellation, Safe Haven attempted
  to collect $1,117.94 (representing the early termination fee) and were advised
  by the customer to “send it to collections” on multiple occasions. When Safe
  Haven’s  efforts were unsuccessful,  Safe Haven referred the matter to a
  third-party collection agency.

  Given the above, Safe Haven denies
  that there was any wrongdoing on its part. We acknowledge that our decision may
  be unsatisfactory, but we are unable to correct the customer’s credit report. Safe
  Haven thanks you for your time and consideration.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/23/2024

  Type:Service or Repair 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.

  I had ordered and returned a smoke detector from ADT. The product was delivered to ADT within one week. I was told that the refund should post to my account within a couple of weeks. It has been about 45 days and I have not received a refund.
  
  I have contacted ADT over the phone and through their online chat. They keep sending me around to different departments and telling me to wait. I need this refund to be sent to me immediately. I believe I may be entitled to more than the cost of the product due to interest, since the product was bought on a credit card and not refunded within 30 days. If this is not resolved, then I will talk to my credit card company to get this refund.

  

  Business Response

  Date: 04/23/2024

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  **** ***** ********
  *** * **** ***
  ***** ****** ***** ** *****
  ***** ********
  ****** ******* **** ** ** *** ******* ********

  

  Business Response

  Date: 05/03/2024

  Dear Better Business Bureau,
  
  After reviewing the complaint details listed, it would seem there is a misunderstanding about whom the appropriate company should be handling this. Safe Haven Security Services, LLC (“Safe Haven”) is an Authorized Dealer. We do not provide self-install device or ship equipment to our customer for purchase. Safe Haven has also confirmed with the customer this purchase and return occurred directly with ADT Corporate. Please redirect the complaint to the appropriate company to further assist the customer with their concerns.
  
  Thank you,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 05/06/2024

   
  
  Better Business Bureau:
  
  
  Thank you for the response. I am unsure why this case was forwarded to Safe Haven. Regardless, I have contacted my credit card provider to dispute the transaction and have received a refund from ADT.
  
  
  
  **********
  
  ***** ******

• Initial Complaint

  Date:04/18/2024

  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.

  In November 2023 I closed on a new house. Safe Haven came to my house and said that my house came with free smart home features. And they said that I was getting this service and then I found out that it was $50 a month and my budget didn’t allow for that. I was told that if I sent this form within three business days that I could cancel the contract. This is what I did. I sent the letter within the three business days and now safe Haven is telling me that I owe 75% of a three-year contract. They will not show me the letter that I sent them because it has the date on there showing that I mailed it off to prove that I did what I was supposed to do to be able to cancel the contract without penalties. Now it is April and they keep sending me emails saying that I owe them money, which I don’t because I did what I was supposed to do.
  They are trying to say that I mailed the letter to *** and that they don’t have access to anything I mailed to ***. I mailed the form to the address that it said to on the form that I mailed out. So I have no idea why it would get sent to *** and not safe but they’re saying that *** didn’t inform them of my cancellation until December. I called and I talked with *** and they said I have a zero balance and that I don’t owe anything and that they got the letter dated within the three day window. They also sent me a letter in my email that said that I didn’t owe anything and I forward it to Safehaven and they said that that’s not acceptable. That they will not honor that.
  They also said I didn’t give a reason reason for canceling. The reason why I am canceling is because I’m a single mother who is a widow of a veteran and I just can’t afford to pay for a service that I don’t really need. That’s why I filled out the form to cancel.

  

  Business Response

  Date: 04/22/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. After investigating the customer’s account, Safe Haven has been unable to locate any evidence to support the allegations listed.

  In efforts to provide excellent customer service, Safe Haven has escalated this complaint within *** in order to confirm details involving the customer’s cancellation request. Based on the information listed,  *** was unable to confirm the alleged events and instructed Safe Haven that the customer faxed in a Notice of Cancellation document signed and received outside the 3-day rescission period on 12/15/2023. We acknowledge this infomration may be unsatisfactory to the customer and we are taking additional steps to ensure there isn't any unresonable doubt that the customer she be provided a penalty-free release.

  Additionally, Safe Haven has requested a call review be placed for the call noted on 12/8/2023. Safe Haven receved confirmation from *** that the call has been placed under review, but Safe Haven has not received any information from *** that would support the customer requested to cancel within the rescission period. Consequently, Safe Haven is unable to honor a penalty-free cancellation. We kindly encourage the customer to contact *** regarding their cancellation concerns moving forward.

  At this time, the account has been cancelled and has a remaining balance left. Should *** provide Safe Haven with any information that would support a penalty-free release, Safe Haven will contact the customer directly. If the customer would like to fulfill the the terms of the contract and make the necessary arrangemnts for the early termination fee balance, we encourage the customer to contact our accounts preservation team. Theycan be reached directly at ************ Monday through Friday, 8am-5pm central time.

  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 04/23/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. Safe Haven acknowledges the customer’s dissatisfaction with our previous response; however, our decision remains the same. We believe there may be miscommunication between *** and the customer based on the information Safe Haven has been provided. 
  
  After reviewing  the information *** has provided Safe Haven, we are unable to honor a penalty-free cancellation as it contradicts the information the customer has provided. As a courtesy to the customer, Safe Haven has previously requested *** to review call recordings with the customer and submitted the letter the customer has attached for additional review for ***. Safe Haven encourages the customer to contact *** directly for further assistance regarding their cancellation inquiry dispute. 
  
  At this time, the early termination fee balance on file is valid. If *** retracts the previous statements they have provided and confirms the cancellation request occurred within the rescission period, Safe Haven will absolutely honor a rescission period cancellation. We thank the customer for their time and understanding.
  
  
  Sincerely,
  Safe Haven Security Services, LLC
  
  

  Customer Answer

  Date: 04/23/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: *** DID get my cancellation in time. I also submitted before the zero balance letter. Also, I never said I faxed in the cancellation. I said I mailed it in the mail.
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/16/2024

  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.

  DECEPTIVE SALE AND SERVICES WITH LACK OF TRANSPARENCY
  
  Safe haven agent had called that they are through Dr horton, that they are suppose to install my security, they came to install March 30th on getting to me technical said they are from adt here to install equip, he gave me a $105 deal, he told me that it's the cheapest, never gave me option to other deals, never explained I need to pay additional money for monitoring, never explain they are here to sell equipment. I ask if I could cancel, that it expensive to pay 105 for monitoring never mention it was just for equipment, when he left after i realized he was more important for him to sell equipment never mention the adt monitoring and that gonna have to pay almost $170 or more every month, I couldn't not afford, because I am on a disability leave. I called the second day to cancel , he said he had scheduled to come back on Thursday which is on the 4th, I have been trying to have my service cancel, safe haven claim I didn't call after 3 day, I showed them proof , they agreed to come remove the equipment, only came to remove only cameras but left the rest of equipment. I have been trying to reach them. Nobody seem to be helping

  

  Business Response

  Date: 04/25/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint submitted by the customer. Safe Haven sets a high
  standard for itself, and we are truly sorry to hear that this standard was not
  met in the customer’s experience with us. Safe Haven deeply regrets any
  frustrations the customer has endured based on the details of the complaint.

  In efforts to provide
  excellent customer service, Safe Haven has contacted the customer to walk
  through all the initial charges assessed, went over all equipment installed,
  discussed the equipment she would like removed, and confirmed the total amounts
  refunded back. The initial refund issued towards the camera removal totaled
  $1,30036, and Safe Haven has scheduled an additional equipment removal in order
  to issue an additional refund in the amount of $1,203,75. We appreciate the
  customer’s business and wants to her patience and understanding while we worked
  towards a final resolution satisfactory for both parties. Safe Haven is hopeful
  our most recent efforts have restored the business relationship so that we may
  move forward in a positive direction.
  

  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/26/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** *******

• Initial Complaint

  Date:04/12/2024

  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 purchased a home in March 2023 which included the installation of promotional security items. At the moment of installation when the technician came to the house he told me had to pay for monthly services in order to use our equipment and only “optional” items were window sensors and such. After being mislead into signing a contract our realtor explained to us that is not mandatory and that should’ve been an option. After calling to request cancellation they wanted to incorporate fees we did not agree with based on information provided by technician at time of installation. Every time higher management was requested they would say they had to call back and had us going back and forth for months. I was disrespected by many representatives who even threatened me with recordings of the technician that when asked to provide refused to do so. After months of such fight we contacted ADT directly who said they would cancel contract at no cost due to the horrible situation and even apologized in behalf of third party company. Now they are trying to charge us $862.33 for the cancellation of contract. I have email history of Safe Haven representative reaching out in regards cancellation prior to the fee and me expressing the situation and them not even addressing it, not a single reply.

  

  Business Response

  Date: 04/15/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven takes the customer’s allegations seriously, and as a result, we have conducted a thorough investigation. We would like to take this opportunity to address the concerns listed within the complaint and provide additional clarity.
  
  First and foremost, we would like to detail the effort taken by Safe Haven to maintain transparency and ensure our customers are aware of any agreement they enter into with Safe Haven. Prior to the installation, Safe Haven conducted a verbal compliance recording with the customer that detailed the specifics of monthly monitoring rates available to them and the difference between what was included in the home and what cost extra. During the installation, the customer was presented an ***** ******** ******** (“the contract”) to sign electronically and a copy of the contract was sent to the customer immediately with time stamp and date analytics reflecting when the customer received the document and when the customer signed it. The customer’s signature was authenticated through their personal email address, further undercutting the allegations the customer was unaware of the additional services they were paying for or the additional fees they signed for.

  Second, Safe Haven has reached out to *** to have call recordings pulled regarding the alleged statements the customer was instructed by *** egarding cancellation. Unfortunately, Safe Haven cannot speak for ***, but we can speak for the terms and conditions that were signed. Per the contract, anytime a customer wishes to terminate services before the full-term length of the agreement, they are responsible for paying 75% of the remaining balance left on the contract.

  Third, it is important to note Safe Haven was notified of the customer’s concerns on 9/22/2024. Safe Haven immediately responded to the customer’s concerns the same day and reiterated the information listed above. Additionally, Safe Haven left a voice message for the customer’s spouse on 9/28/2023 and did not receive any follow up until 2/27/2024. Safe Haven has record of multiple calls and a couple of emails sent from March through April providing clear and explicit details regarding the early termination fees.

  At this time, Safe Haven is unable to adjust the billing or provide a penalty-free release to the customer. We acknowledge that our decision may be unfavorable, but the terms the customer signed are valid. Safe Haven encourages the customer to contact *** regarding the statements the customer alleged *** instructed regarding the cancellation. Based on our investigation, Safe Haven was unable to locate any evidence to support *** instructed the customer they would be released from early termination fees. If the customer would like to move forward with terminating the services, they would be required to pay the associated fees. We thank the Better Business Bureau for bringing this matter to our attention and allowing us the opportunity to provide additional clarity regarding the concerns listed.

  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/15/2024

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

  First, I would like to disagree with the efforts of the company to maintain a level of transparency with customers as after having such a horrible experience have been researching the company name and seeing this is a common thing within Safe Haven. As previously said, they continue to bring up “verbal compliance recordings” that when asked to be provided they deny me to have access to such “recordings”.
  Again, during the installation and sales contract introduction services and fees were not introduced as an option which is why I felt obligated into the contract.
  
  Secondly, as call recordings will show *** guaranteed there would be no type of cancellation fees with either themselves or Safe Haven. I asked what I could do in case the third party will attack me once again for trying to cancel contract and they said that scenario would not take place because everything was waived.
  
  Lastly, voice calls went out from my spouse’s phone number after 9/28/23 to the supervisor “******* followed by voicemails for callbacks which I also have call logs of. I also called *** right after where I was told I could call back after a period of required months to proceed cancellation directly with them. 
  
  It saddens me to see a company have little to zero empathy towards its customers and encourage them to please acquire all necessary evidence from *** as well as construct proper investigation in which they will be able to hear for themselves every conversation had with each one of its employees.
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 04/16/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven's formal response to the customer's rejection. Safe Haven would like to thank the customer for their time and acknowledges the customer's additional concerns listed within the complaint. Following our previous response, Safe Haven received the following update from *** below,
  
       "There was 2 calls on 3-4-24.  The first *** rep did advise the customer that the account was purchased to *** and due to it being purchased to *** it was owned by ***, and they would handle everything on her account.  The *** rep did give her the impression she shouldn’t be billed BOCS(balance of contract) if she cancels.  The *** rep said he would get her to account management to get the cancel processed.
  
  The 2nd *** rep listened to the story apologized and tried to save the account with a credit, but customer just wanted to cancel.  When getting ready to process the cancel the customer asked if she was going to be charged anything or have to pay anything, the *** Rep let me look now I don’t think so.  The *** rep confirmed the cancel being processed then the customer asked again "can I get a letter saying this is cancelled, and I don’t owe anything", and she said they (meaning the dealer it sounded) should have the information and if she does get billed to call *** back.
  
  We will add this account to be reversed to the dealers chargeback and take back from *** due to advising customer no BOCS.
  
  Thank you!
  Dealer Support Team”
  
  At this time, Safe Haven will not be assessing any early termination fees due to the *** error once the account cancels. We thank the customer for allowing Safe Haven to complete our investigation, and we are happy we could provide the customer with their desired resolution with their billing adjustment request.
  
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/12/2024

  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.

  They do not support military families. They will not let me cancel without an early termination fee even though I have given them the required documents according to the ********** ***** ****** Act. They are still denying me and saying the will be sending my charges to collections. I now have to get a lawyer involved because what they are doing is illegal.

  

  Business Response

  Date: 04/16/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint. Safe Haven has been unable to identify any information that would support the customer be eligible to terminate the contract under Section 3956 within the ************** ***** ****** Act (SCRA) for several independent reasons. The relevant portion of the SCRA appears in 50 U.S.C. § 3956, which is available at ************************************************

  First, it is important to note that for a spouse to qualify for this SCRA coverage, the spouse must have accompanied the service member in the relocation.  This is defined in §3956(a)(4)(D). Safe Haven has reviewed the account and the military orders that the customer’s spouse received was dated for October 17, 2023. The customer continued residing at the service address for several months following the orders.

  Second, under §3956(a)(1)(A) explains that in order to qualify, the service member must be relocated for a period no shorter than 90 days. Upon review of the documents the customer submitted, the duration of the spouse’s relocation to Georgia totaled approximately 43 days. This further supports the customer’s ineligibility to qualify for the SCRA coverage.

  Third, the spouse’s subsequent return orders to Jacksonville were not orders to “relocate . . . to a location that does not support the contract,” as nothing in those orders would have prevented the customer or their spouse from continuing the security services at the residence in Yulee. The customer’s requests, including their spouse’s orders, do not allow the customer to terminate the contract under the ************** ***** ****** Act (SCRA). As a result, Safe Haven cannot waive the Early Termination Fee under the Alarm Services Contract
  We thank the Better Business Bureau for the opportunity to address the customer’s concerns and provide additional clarity on this matter.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/10/2024

  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 purchased a new home and safe haven and ADT partnered with them. Then the sales rep ***** ***** came to my house and showed us what they had to offer. I told him we don’t want a long term contract because we won’t have this house for very long. He responded with that’s not an issues because when you are ready to move we come out to your house remove the system and install them at your new house. You get one free move. Well now the time has come and we are moving about 15 months later. They now say they don’t do that. I would have to sign a new contract and then they would discount a new system. (My current system is already paid off) I spoke to ***** manager ***** and he said no that’s not right, we do infact move systems just like my employee ***** told you…he then spoke to his manager then told me he was wrong and his employee told me incorrectly. He apologize said he can’t do anything about it. That is not okay…Safe Haven lied to me and then won’t do anything to fix it. I have the call with ***** recorded and would be happy to play it back to someone who reaches out. I would like to be let out of my contract because your company lied to me about the only thing that mattered to getting my business. I have spent hours being transferred from department to department. It is absolutely unacceptable for a company to lie to get new business.

  

  Business Response

  Date: 04/12/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint submitted by the customer. Safe Haven sets a high
  standard for itself, and we are truly sorry to hear that this standard was not
  met in the customer’s experience with us. Safe Haven strives for an excellent
  customer service experience, and deeply regrets any frustrations the customer
  has endured based on the details of the complaint.

  In efforts to address the customer's concerns, Safe Haven has escalated this complaint within our builder
  support team. Currently, the builder division’s national coordinator is
  investigating this matter and working with the customer diligently to provide resolution assistance. Safe Haven appreciates the customer’s business and wants
  to thank the customer for their patience and understanding while we work
  towards an amicable resolution for both parties. We look forward to resolving
  this matter and restoring the business relationship in a positive direction.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/09/2024

  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.

  Be Aware that this is not ADT but an ADT supplier. Their equipments don’t work. Our back door went off 2 days ago but no one called the police didn’t show up. When you call for an emergency they send you to voicemail. The cameras don’t pick up motions and I called today ( April 10 2024) I had to pay a $85 service fee plus tax making it $91. For a system malfunction that was not our fault. This is a scam. I was not treating fairly so I wanted to cancel the service but they say I have pay upfront $1400 to cancel because we are under a contract ??. I shouldn’t pay to fix a problem I didn’t cause specifically when ADT Safe Heaven fail on their promesse to keep us safe.

  

  Business Response

  Date: 04/11/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint submitted by the customer. Safe Haven strives for an
  excellent customer experience, and deeply regrets any frustrations the consumer
  has endured based on the details of the complaint. Safe Haven acknowledges the
  customer’s dissatisfaction with service fees and are truly sorry to hear that original
  terms agreed upon no longer suffice. We would like the opportunity to address
  the customer’s concerns and provide additional clarity.

  First and foremost, we would
  like to detail the effort taken by Safe Haven to maintain transparency and
  ensure our customers are aware of any agreement they enter into with Safe Haven.
  The Alarm Services Contract is provided to the customer to sign electronically
  and is then sent to the customer for their review. A customary rescission period is provided to ensure the customer is
  given ample opportunity to review the terms and conditions, specifically the fees associated with servicing and that the agreement was with an Authorized Dealer. The customer’s signature was
  authenticated through their personal email address, further undercutting the
  allegations they were unaware of Safe Haven being an Authorized Dealer.

  Second, In the event that the customer objected to those terms and did not want to move forward, they had every right to exercise their notice of cancellation within the designated time period but failed to do so. It is important to note the contract specifically discloses the
  associated cost with servicing. These details explicitly state the customer will
  be charged a non-refundable on-site assessment charge in the amount of $59 for
  each service call booking for a Dealer technician to visit the premises for QSP
  service. In the event a customer requires services excluded from the QSP(non-warrantied);
  internet changes, low batteries, lost or stolen equipment, then Safe Haven is
  permitted to provide the services at our current labor rate for each service
  call.

  Consequently, Safe Haven is unable to issue a refund to the
  customer because the charges assessed were valid. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms signed. Safe Haven thanks the
  customer for allowing us to come to service the system and  restore the system back to its intended operating
  functions. We thank the customer for their business and look forward to restoring
  the business relationship in a positive direction.

  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 04/15/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. Safe Haven would like to take this opportunity to provide additional clarity to address the customer’s rejection response. Safe Haven provided clear and explicit information regarding the terms of the Alarm Services Contract with time stamp and date analytics that reflect when the customer received and signed off on that information. The Alarm Service Contract is a security encrypted document that cannot be altered, further disproving the customer’s allegations they were not aware of services fees or that they did not agree to them.
  
  Consequently, when the customer signed the contract, it was at their discretion to move forward with the terms within the agreement. Should the customer have had any discrepancies with the terms presented, the customer was given a customary rescission period to make a well-informed decision to move forward. In the event that the customer did not want to move forward, they had every right to exercise their notice of cancellation within the designated time period but failed to do so.
  
  In conclusion, Safe Haven acknowledges the customer’s dissatisfaction with the service fees, however, we are upholding the terms and conditions the customer signed. Safe Haven welcomes the customer to utilize the previous information provided to schedule a return service visit with the associated fees. We acknowledge our decision may be unfavorable, but the contract terms are valid. We are optimistic in restoring the business relationship in a positive direction, but we respect the customer’s right to cancel should they choose not to move forward with our assistance. Safe Haven thanks the customer for their time and their consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/15/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t appreciate the misleading information given by safe heaven.   I’m going to leave the case closed. I don’t agree with their decision but I cannot do anything about it. But I pledge to make anyone who wants to know about this company how dishonest they are. I will not recommend it to friends nor families. I’m keeping my services because I don’t have $1400 to pay them to disconnect my services. 
  
  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:04/09/2024

  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.

  This companies representative called me multiple times in the day unsolicited, and began badgering me to call my customer ( I am a realtor who just closed a buy transaction for a client), and ask them if they wanted service. Then when I explained, I would talk to them if/when I had time to do so, they began to get hostile toward me, and so I ended our call. ***** then texted me from a different line after I blocked the number he called me from initially. This is getting to be harassment. If they call me again I will file a complaint with the FCC.

  

  Business Response

  Date: 04/11/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the consumer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven strives for an excellent customer experience, and deeply regrets any frustrations the consumer has endured based on the details of the complaint.

  In efforts to provide excellent customer service, Safe Haven has scrubbed the National Do Not Call Registry. Unfortunately, Safe Haven was unable to locate the consumer’s information on the list. As a result, Safe Haven has escalated the complaint to our Leads division to ensure no additional contact is made by adding the consumer’s information to our internal Do Not Call list. Safe Haven appreciates the consumer expressing their concerns so that we can avoid future situations from recurring.

  Thank you for your consideration.
  

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by this business to become a potential client. They came for a free estimate. Once the rep went over what the plan would look like, we signed on for the services. Upon install, they did not have 100% of the necessary equipment. A 2nd technician arrived and informed us that our home and internet provider cannot coincide with their system. We have never had full access to this system and would like a refund. Most of the equipment is still brand new in the box.

  

  Business Response

  Date: 04/10/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint submitted by the customer. Safe Haven sets a high standard for itself, and we are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven strives for an excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.
  After reviewing the account, Safe Haven would like to provide additional clarity regarding the concerns listed. During the installation, the customer purchased $5,244.39 worth of additional equipment to be installed. The customer was informed on March 14, 2024, Safe Haven would need to schedule a return trip to complete the installation and sync in the remaining devices with the required Wi-Fi within the home. Safe Haven confirmed a return trip would be performed on March 22, 2024, to complete the installation before leaving the residence.
  
  Prior to leaving the residence, the customer completed the Alarm Service Contract (“the contract”) with an electronic signature authenticated by her personal email address. Within the contract, Safe Haven provides a customary rescission period that allows the customer ample amount of time to review the terms and decide to move forward. Should the customer choose not to continue with the services, they may exercise their right to a penalty-free cancellation during the designated time frame. In this case, the customer did not exercise their rescission period until after the allotted time.
  
  Additionally, prior to the technician’s arrival on March 22, 2024, Safe Haven received a call from the customer requesting to terminate the services. The customer was informed she was no longer within her rescission period and that she would be subject to the early termination fees. The service appointment was rescheduled for the following day (March 23, 2024), in order to complete the remainder of the equipment owed and to sync in the Wi-Fi devices.
   
  Consequently, when the technician arrived onsite the customer would not permit the technician to complete the service appointment or install the remaining equipment. When these actions occurred, the customer prevented Safe Haven from resolving the concerns listed within the complaint, breached the contract, and voided all warranty terms by not complying with Safe Haven's recommendations to help resolve system errors.(see page 8, section 19. Paragraph 3, Section B3) The customer was no longer eligible to qualify for a penalty-free release.
  
  In conclusion, Safe Haven’s installation team has gone above and beyond to provide resolution efforts that have all been declined. On April 9,2024, as an act of good faith, Safe Haven offered to come to the residence, test the compatibility with the customer’s Wi-Fi provider, and advised an exception would be provided to the customer’s responsibility of providing compatible internet resources for the functionality of the supplemental devices; Safe Haven would issue a partial refund in the amount of $1,000 for the cameras and reduce the monthly monitoring rate to reflect services without camera services at $55.99 should the Wi-Fi be incompatible. The customer declined Safe Haven's efforts and demanded a removal.
  
  At this time, the customer has expressed they are not willing to amicably resolve this matter and no longer want to continue the business relationship with Safe Haven.  We are disappointed our efforts have been unsuccessful, however, if the customer would like to move forward with a removal of the services, they would be responsible for the fees associated with early termination as the resolution options listed above was Safe Haven's final offer. Safe Haven acknowledges our decision may be unfavorable to the customer, but Safe Haven is upholding the contract terms signed. The customer may contact our customer service department to make payment arrangements to move forward with their cancellation request Monday through Friday, 8 AM to 7 PM central time. Safe Haven can be reached at *************
  
  Thank you for your consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 04/15/2024

   
  
  Complaint: 21545468
  
  
  
  I am rejecting this response because:

  Dear Better Business Bureau,

   

  I have read and reviewed Safe Haven’s response and am not satisfied. I would like to provide you a more detailed description and clarification of events.

   

  On Thursday, March 7, 2024, I spoke with Jay Mon (?spelling of name), salesman, and he asked if I would be interested in ADT security system - $129 for setup and $64/month after that including cameras outside and ring bell. The appointment for Thursday, March 14, 2024 was made.

   

  On Thursday, March 14, 2024 Dakota, a technician with Safe Haven, arrived at my residence around noon. He rushed to have a contract signed within an hour of being here when I initially had expected the visit to be a discussion of what the security system would entail. After signing, we discussed cameras and setup. I provided him with our internet provider name (Hughes Net) and then the password so he could start working on the panel. At no time did he mention that Hughes Net was not compatible with the cameras that he was planning on installing and that we were mostly interested in out of this entire security system. Around 6pm that night, he informed us he needed to leave because his boss didn’t want overtime. Again, he rushed to have me electronically sign the permit for the alarm and spent no more than five minutes in showing us how to use the panel. Since he needed to leave due to his boss, he scheduled his return to finish installation of the equipment for Friday, March 22, 2024 at noon. At this point, he had not even gotten to the cameras and ring bell. We also weren’t provided our fobs. He left all boxes to all equipment installed instead of taking with him as he knew he wasn’t finished with the installation.

   

  On Thursday, March 21, 2024, Dakota called and cancelled his return installation visit for Friday, March 22, 2024. During this call, I expressed my concern with the system as I had been researching their company and had seen numerous complaints online from customers. Complaints were especially in regards to incomplete installations, lack of follow up on maintenance on the system, and poor customer service. He told me he would come Saturday, March 23, 2024 at 4:00pm to finish the installation.

   

  On Friday, March 22, 2024, I called Dakota a couple times to confirm the appointment, as I had a suspicion he wouldn’t be making the appointment, especially after I told him my concerns the day before. He didn’t return the call.

   

  On Saturday, March 23, 2024 around 2:30pm, a stranger arrives to my home and introduces himself as Raymond with Safe Haven. He told me he was here in place of Dakota to finish installation with the cameras. He then said Dakota had failed to mention my home is all brick

  and didn’t bring the appropriate equipment to install the cameras. Raymond then asked our internet provider and I told him Hughes Net and he said that provider isn’t compatible with the cameras. This was not told to me at the initial visit with Dakota. At this point I was completely unsatisfied and with this new information wanted the entire system removed. Raymond then called his boss to see what he could do about removal of the system and his boss, Ricky then told him I would need to talk to Jay Mon, the salesman that made the initial appointment for Safe Haven to come out. I then called Jay and told him I was unhappy with the system and installers as the job still wasn’t complete. I also told him the internet wasn’t compatible with the cameras and the cameras were the main reason I was even interested in the first place. Jay then said he would forward this to another department and “they” would call me. No one ever called me back.

   

  Since that day we have been in contact with Ricky, manager with Safe Haven, however, he says it’s up to the salesman to schedule a removal of the system.

   

  To address inconsistencies in the response from Safe Haven, when I signed the Alarm Service Contract, the recission period should go off of the final installation date which never happened. On Thursday, March 14, 2024, the installation began but was far from finished. As I mentioned above, he promised to come back and finish the cameras, ring bell, bring our fobs, and review how to use the panel. Prior to the second installation appointment, I had been in contact with Dakota as well, indicating my displeasure with the system.

   

  Another inconsistency from Safe Haven is the comment about not allowing a technician to install the remaining equipment (Raymond who filled in Dakota’s place). Raymond clearly stated he didn’t have the appropriate equipment as Dakota failed to communicate to him what needed to be done. Raymond said he often “cleans up behind Dakota.” Raymond also said this was never going to work with the cameras due to us having Hughes Net and he even called his boss, Ricky, to verify and he agreed as well.

   

  After I reached out to Better Business Bureau and filed my complaint, Ricky called. He offered to come out and check a signal with our internet, but I found this unnecessary as we have already been made aware that the internet we have is not compatible with the cameras. The cameras were the primary reason I wanted this system in the first place as all of Safe Haven knew from the numerous conversations. Ricky also offered partial refund for the cameras and reduce rate of service if internet wasn’t compatible. Why would I want to keep a system that isn’t going to utilize the cameras and the internet service I already have? They also continue to double talk and say it isn’t compatible but yet let’s come out and check the signal. This makes absolutely no sense.

   

  All I ask is that they come and remove this system and cancel all charges with Safe Haven and ADT. I do not feel I should be responsible for an early termination when the installation was never completed. Also the second part of installation that was scheduled to take place wasn’t even within their recission period. I expressed my dissatisfaction prior to this second visit when Dakota called and cancelled. Never heard from him again. I have kept all boxes that each piece

  of equipment came in, as Dakota left them from the first part of installation and it is still incomplete.

   

  I would appreciate help in this matter, most importantly removal of this system and all charges void. Unfortunately, there are numerous negative reviews on this company with situations just like mine. This company needs to be accountabl

  
  
  
  
  Sincerely,
  
  
  
  Karen Bakke

  

  Business Response

  Date: 04/15/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven
  Security Services, LLC’s (“Safe Haven”) formal response to the rejection
  response. Safe Haven acknowledges the customer’s dissatisfaction with our
  previous response; however, our decision remains the same. Safe Haven provided
  clear and explicit information regarding the terms of the Alarm Services
  Contract as well as scheduled return appointments to complete the installation.
  It is important to note that the customer declined Safe Haven’s efforts and the
  information the customer has disputed was provided in writing after any
  interactions that occurred during the installation.
  
  Consequently, should there have
  been any discrepancies between what occurred during the installation and the
  terms presented, the customer ha all the necessary information upfront to make
  a well-informed decision to move forward. In this case, the customer chose to
  move forward and provided a signature agreeing to the terms detailed for her
  review. Safe Haven understands the importance of full transparency Alarm
  Services Contract and a customary rescission period is provided to ensure the
  customer is given ample opportunity to review the terms and conditions. In the
  event that the customer did not want to move forward, she had every right to
  exercise her notice of cancellation within the designated time period but
  failed to do so.
  
  In conclusion, we acknowledge the customer’s
  dissatisfaction with the installation and are happy to help provide resolution
  assistance. Safe Haven acknowledges the customer does not agree with the early termination
  fees and our policy regarding equipment returns, but in order to allege Safe
  Haven failed to complete the installation, Safe Haven must first be given the
  opportunity to complete it. If the customer wishes to forego servicing, she
  will be subject to early termination fees.
  
  At this time, we welcome the
  customer to utilize the previous information provided to schedule a return
  service visit. We are optimistic in helping provide a resolution to installation
  issues the customer may be experiencing, but we respect the customer’s right to
  cancel should she choose not to move forward with our assistance. Safe Haven
  thanks the customer for their time and their consideration.
  

  
  Sincerely,

  Safe Haven Security Services, LLC