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:04/04/2024

  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.

  Dear Better Business Bureau,
  
  I am writing to file a complaint against Safehaven, a subsidiary of **** regarding the handling of my security system contract termination request.On March 6, 2024, I encountered a distressing situation where an individual from ******* **** ******* disregarded my repeated requests to leave my property. Despite my efforts to manage the situation, the malfunction of my *** security cameras prevented me from providing conclusive evidence to law enforcement officers, compromising my ability to resolve the matter effectively.Despite my previous emails outlining these issues, I have not received a satisfactory response from Safehaven regarding the termination of my contract. On March 19, 2024, a technician from *** visited my residence and confirmed the malfunction of my security system. Despite efforts to rectify the situation, the problems persist, leaving me feeling vulnerable and unsafe in my own residence.I have requested the termination of my contract with *** due to these ongoing issues and have yet to receive confirmation or any progress updates on my cancellation request. Additionally, I have requested a refund of any overpayment amounts, as I have not received the level of service promised under the terms of our agreement.The lack of response and resolution from Safehaven has left me feeling frustrated and concerned about the safety and security of my home. I urge the Better Business Bureau to investigate this matter and ensure that Safehaven addresses my concerns promptly.Thank you for your attention to this matter.Sincerely,
  ******* * ********

  

  Business Response

  Date: 04/05/2024

  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 excellent customer service experience, and deeply regrets any frustrations the customer has endured based on the details of the complaint.
  In efforts to provide excellent customer service, Safe Haven’s Builder division has contacted the customer as recent as April 4, 2024, to address the concerns listed within the complaint and completed a thorough investigation into the customer’s allegations. After review of their investigation, Safe Haven was advised the customer is using the *** ******* application and has been offered an alternative resolution by utilizing the ********* application to help prevent static issues and the inability to hear audio from clips captured, but the customer has refused.

  Additionally, Safe Haven has looked into a “report” the customer referenced being issued by *** that she advised confirmed her cameras didn't work and that she was eligible to terminate the contract, however, *** was unable to produce such records, nor would *** be able to do such a thing since Safe Haven is the installer of the equipment. Safe Haven must first be permitted to exhaust all resolution efforts possible with the customer’s compliance before being deemed eligible for a penalty-free termination, and in this case, the customer has failed to do so.

  It is important to note that camera devices are supplemental to the alarm monitoring system. Supplementary devices do not interrupt the alarm monitoring services or prevent alarm monitoring signals from being sent. Safe Haven’s technician manager visited the customer’s residence and provide different resolution option on March 19, 2024, all of which were declined.

  At this time, Safe Haven is unable to terminate the services penalty-free. We acknowledge our decision may be unfavorable to the customer, however, we are upholding the terms signed. If the customer would like to revisit any of the previous recommendations provided by the technician manager, she may reach out to the direct point of contact she was working with, ****** ****** to further assist with scheduling a return trip or helping the customer utilize our technical support team. We appreciate the customer’s time and thank you for your consideration.

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/02/2024

  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.

  We have *** security installed and maintained by Safe Haven. We paid to have the sensors removed and reinstalled for new windows. The system has not worked properly since the reintall. They have had technicians to our house several times, the system now alarms randomly. I called again, asking them to either fix the system or remove it and was told that I would be responsible to pay out the contract, even if they remove the inoperable aystem. They told me that the contract is for an *** system, not that it would work.

  

  Business Response

  Date: 04/03/2024

  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 provide excellent customer service, Safe Haven has escalated this
  complaint within our Installations team. The customer has given Safe Haven
  permission to visit the residence today, April 3, 2024, to help provide resolution assistance. Safe Haven acknowledges the customer's disastifaction with the ***** ******** Contract and the terms originally signed, but Safe Haven must be able to exhaust all efforts before deeming the system inoperable.

  In conclusion, Safe Haven
  appreciates the customer’s business and wants to thank the customer for their
  patience and understanding while we worked towards an amicable resolution for
  both parties. We appreciate the customer's time and we look forward to restoring the
  business relationship in a positive direction. Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:04/02/2024

  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.

  The initial date of service installation and transaction was 3/11/2024 and completed on Wednesday 3/13/2024 when the contract was signed. The amount paid over the free equipment (paid via credit card) was around $4100.00. Safe Haven was committed to providing me with a fully functional state-of-the-art security system via **** The equipment installed included 2 cameras. 1 digital door lock, break motion window sensors (23), 2 relay boxes, and 3 entry door sensors (front, back, garage). The dispute involves continued interruption of security service. The control panel screen is blacked out, unable to tell if doors or windows are opened, and cannot arm/disarm. Dates interrupted: 3/15,-3/20, 3/23-3/25, 3/29 ongoing . Service Technicians came on all occasions, troubleshoot over the phone, and changed batteries, panels, and wires, yet the issue was not resolved. The system is also sending false messages to **** Safe Haven security is not meeting their part of the contract by providing a functional service. We don't feel secure, we never had an issue with our previous security service. We are not happy with Safe Haven service and would like to have the contract voided without having to pay $1800.00.

  

  Business Response

  Date: 04/03/2024

  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 provide
  excellent customer service, Safe Haven has escalated this complaint within our Installations
  team. The customer gave Safe Haven permission to visit the residence today, April
  3, 2024. Safe Haven was able to relocate the panel and place the panel on a
  speaker mount. Additionally, Safe Haven’s technician cleaned up the original
  placement area of the panel and ensure the customer was satisfied with the
  resolution assistance provided

  In conclusion, Safe Haven appreciates the
  customer’s business and wants to thank the customer for their patience and
  understanding while we worked towards an amicable resolution for both parties.
  We are happy we could help resolve this matter and restore the business
  relationship in a positive direction. Thank you for your time.

  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/29/2024

  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.

  We recently bought a house from ** ****** and were contacted by Safe Haven to have a video door bell and door sensors on the home because the items came with the house. Then Safe haven sent out a installer to have the items installed and have us sign some paperwork which we did not realize at the time was a contract because we were told everything evening done came with the house. Then we decided later we would like to use a different company for the video door bell and also install cameras on our home so we called safe haven/ ADT to cancel our account because we did not need them. While I was on the phone nothing was mentioned about cancellation fees that I can remember. Then about two months later I receive a email from safe haven saying I owe a cancellation fee of about $1200 dollars. Since then I have spoken with a Safe Haven representative who told me the company knows this is a problem that the install technicians and sales representatives are not explaining to customers what they are signing up for and the company get this problem a lot. When myself and my wife have spoke with both companies both safe haven and ADT give us the run around and tell us that we need to dispute our problem with the other company.

  

  Business Response

  Date: 04/01/2024

  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 collected a verbal compliance recording outlining the details of the terms and conditions. In addition to the compliance recording, Safe Haven also collected electronic signatures within the Alarm Services Contract that specifically disclose the 36-month term in multiple areas within the document including the first page. Each of the electronic signatures were authenticated by the customer’s email address which contradicts the statements the customer was unaware of the Alarm Services Contract terms.
  Second, it is important to note that this information is provided in writing after any interactions that occur with the sales representative initially, to ensure the customer can make a well-informed decision to move forward. Consequently, should there be any discrepancies between what is discussed prior to the installation and the terms presented during the installation, the customer has every right not 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.
  
  Third, Safe Haven was notified of the customer’s cancellation request outside the rescission period on 12/8/2023. Safe Haven immediately contacted the customer by email to address the customer’s request and ensure they were aware of early termination conditions. Safe Haven did not receive any return communication to Safe Haven’s original notice until 3/2/2024. Once Safe Haven had received communication from the customer, the account had already been terminated and an early termination fee was left remaining.
  
  In conclusion, Safe Have’s has gone above and beyond in efforts to try to assist the customer, ensure transparency with the terms and conditions agreed upon, and help provide resolution assistance when notified. Safe Haven acknowledges that our decision may be unfavorable, but we are upholding the terms and conditions the customer signed. We thank the Better Business Bureau for bringing this matter to our attention and for 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: 04/23/2024

  Please take part in this situation and conclude in our favor to end this long ongoing issue. 

   

  My wife have called safe haven on April 16th and was requesting to speak to supervisor or anyone that will have authority to resolve this issue. She also request to have the recording that safe haven claimed in the previous response that she has been informed of the terms and agreed. She was told that the agent **** was not able to assist me further and ONLY "******* - manager of account preservation" can help and provide the audio she requested. They gave us another ticket#62103578 to get a call back within 24-48 hours from *******. However, we never received any call from them still today (April 23rd). Therefore, my wife called safe haven again on April 22nd requesting to speak to ******* or anyone of authority to resolve this issue as we cannot keep calling then being told they will call us in 24-48 hours (ticket#********) and received no calls at all. My wife verbalized that she is calling to resolve this ongoing issue and needed to speak to someone that can do that. No one was "available" to speak with me considering this issue has been going on for months now. We do still know and witness the company being deceptive as they continued to not take our issue seriously and trying to resolve it when we called or via BBB. We believe they do not have an recording of my wife agreeing to their terms as they never mentioned it to her. We made more than two attempts to resolve this and the company does not seem to care. Therefore, we are not paying any of "fees" or money towards this contract. We will not be contacting safe haven any further and demand they waive this false fees. We do not want to be contacted moving forward by safe haven and continue to harass us over the phone and impacting our mental heath

  

  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 rejection response. Safe Haven acknowledges the customer’s dissatisfaction with our previous response, however, our decision remains the same. Safe Haven does not release internal records. Again, the compliance call recording details the alarm services and the Alarm Services Contract the customer signed details the terms and conditions of the services, both of which are valid.

  Safe Haven has escalated the customer’s concerns to the builder division and a member of their escalations team will contact the customer directly to reiterate our previous remarks. Safe Haven understands that our decision may be unfavorable to the customer, but we are upholding the contract terms signed. The customer’s account has cancelled and an early termination fee is due. Safe Haven encourages the customer makes the necessary payment arrangements to fulfill the balance to avoid any further collections efforts. Thank your time.

   

  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/22/2024

  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.

  My experience with Safe Haven ADT Security has been an ongoing nightmare. On February 8th, 2024, representatives **** ***** and *********** pitched their security services. They introduced a "point system" for equipment selection, promising full coverage for my property. However, the installation on February 10th turned into a 12-hour ordeal, far exceeding the promised 4-hour timeframe. To my dismay, additional charges cropped up, contradicting the initial assurances of comprehensive coverage. Following installation, the cameras began malfunctioning, failing to record or provide alerts. Despite multiple visits from technicians, the issues persisted. ADT's customer support proved equally futile, transferring me between departments without resolution. Safe Haven, ADT's partner, also failed to address the ongoing issues, leaving me stranded with dysfunctional security equipment. Frustrated and overwhelmed, I've reached out to the sales representative and other Safe Haven personnel multiple times, only to be met with silence. This lack of support has compounded the problem, leaving me in a state of helplessness and uncertainty about how to proceed.

  

  Business Response

  Date: 03/25/2024

  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 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 collected a residential work order reflecting the equipment package provided
  with the customer’s signature agreeing to the details listed. The customer’s
  signature was authenticated through their personal email address, further
  undercutting the allegations of the equipment agreed upon prior to the
  installation.
  
  Second, during the installation the customer was presented
  with additional equipment and upgrades to purchase at his discretion. Safe
  Haven scheduled a 4-hour window for arrival; however, the length of the
  installation may vary based on the customer’s residence, equipment being
  installed, and if the customer opts to purchase additional equipment. In this case, Safe Haven collected wet signatures from the customer on
  a home customization sheet and a credit card authorization form acknowledging
  the additional equipment and cost associated with the additional equipment chosen. In
  addition to the wet signatures collected, Safe Haven also collected electronic
  signatures within the Alarm Services Contract that itemizes details of the
  equipment installed. Each of the electronic signatures were authenticated by
  the customer’s email address which contradicts the customer being unaware of
  the additional charges or that the equipment coverage originally agreed upon
  had not sufficed. The equipment that was initially provided had been disclosed
  in detail and agreed upon as sufficient prior to the installation. It was the
  customer’s decision to purchase additional equipment, and when that occurred,
  the amount of time complete the installation naturally increased.
  
  Third, it is important to note Safe Haven was notified of the
  customer’s concerns on 3/22/2024. Safe Haven immediately responded to the
  customer’s concerns on 3/23/2024 and scheduled a return service visit that same
  day to help provide resolution to his cameras. During the visit, Safe Haven’s installation
  team recalibrated the camera’s recording rules to help avoid unexpected
  critters from filling up the allotted images and provided a free trial (until 4/3/2024)
  of an extension pack in efforts to allow the cameras to continue capturing
  recordings with the newly adjusted settings.The customer has instructed the installation team he will monitor his cameras  to ensure they are not continually recording in efforts to keep an open line of communication.  
  
  In conclusion, Safe Have’s installation team has gone above
  and beyond to assist the customer, ensure transparency with the terms and conditions
  agreed upon, and have helped provide resolution assistance when notified. The
  installation manager has scheduled a return visit to take place on 3/29/2024, in
  order for the customer to get the required wiring for the functionality of the
  doorbell camera and ensure the new recording settings are satisfactory. 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

• Initial Complaint

  Date:03/14/2024

  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.

  After being contacted by an agent named ***** in February 2024, We were sold on a new security system with free equipment perks and a monthly payment of $63.00 after our first home purchase. We were told that since we were going to cancel our order, they would give us free installation, waive the $179.00 fee, and give us two (2) months of free service with ***. Today, I was charged $179.00 by Safe Haven and $63.00 by ADT. It was not until I was charged the $179.00 that it was brought to my attention that this was not ADT. It was Safe Haven an Authorized Dealer.
  
  So I contacted Safe Haven and spoke to a customer service representative, to whom I explained the situation and was told that she would have to speak with the Sales Representative. I asked to speak with a Supervisor because I wanted to cancel service with this company and was told that I would have to pay a cancellation fee of $1,103.83 because I was one day late to cancel. The customer service representative said she would not escalate the situation because she was qualified to handle the situation.
  
  So, I ask for a copy of the contract because I never received one, and a document was sent to me for *** that does not have my signature. Everything with this company has been dishonest and unpleasant. I am seeking your assistance with rectifying this situation.
  
  At this point, we do not want to deal with this company (Safe Haven). We want our money refunded as I did not give permission to Safe Haven to auto-withdraw this money, nor did I agree to these charges. We would like them to come and remove their equipment and cancel this service without penalty. This company represented itself as ***, not a representative.
  I believe Save Haven should be responsible and provide appropriate compensation.

  

  Business Response

  Date: 03/21/2024

  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 values our customers and strives for an
  excellent customer experience. After reviewing the customer’s complaint, Safe
  Haven previously addressed the customer’s concerns on March 14, 2024. We thank the
  customer for bringing this matter to our attention and would like to reiterate
  our gratitude for allowing Safe Haven to address their concerns.
  
  Consequently, Safe Haven’s regional
  sales manager contacted the customer to ensure our suggested resolution was
  satisfactory and that the customer did not have any additional concerns. Safe
  Haven would like to note the customer was provided a check refund in the amount
  of $300 to cover the installation fee, the $100 sales promotion offered, and for
  the any frustration endured throughout her experience. At this time, there are
  no additional actions for Safe Haven to take. We appreciate your time and thank
  you for your consideration.
  

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/12/2024

  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 signed up for ADT security services 4 months ago and am now moving. To cancel, I would have to pay them $1500. To move service to my new home, I have to buy all new equipment because mine is now " outdated". The sales team said we could move the service, but now say that we have not been using it long enough for them to do a free move. I feel that they are not doing what was promised to get me to sign up, and termination fee is completely out rageous. We had no plan to move so soon, but life happens. For resolution, I would be happy to pay a reasonable termination fee, I already paid thousands in equipment, or for them to at least move the service to my new home without being forced to buy all new equipment again.

  

  Business Response

  Date: 03/12/2024

  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 values its customers and strives for an excellent customer service experience,
  and deeply regrets any frustrations the customer has endured based on the
  details of the complaint. Unfortunately, Safe Haven does not oversee
  relocations and any cost associated with moving would need to be directed to
  ADT Corporate.
  
  Additionally, Safe Haven provides each customer with an Alarm
  Services Contract to read and sign at their discretion. It is important to note
  that the contract does not have any moving disclosures listed within it. The
  contract does explicitly detail the terms and conditions and includes specific
  terms regarding early termination.
  
  After reviewing the account records thoroughly, Safe Haven acknowledges
  the customer’s dissatisfaction with the original terms and conditions they
  signed. At this time, we are unable to allow a penalty-free cancellation or “a reasonable
  termination fee “, based on the request of the customer. If the customer would like to terminate the service
  agreement, he would be subject to the early termination fees outlined within
  the contract.
  
  In efforts to provide excellent customer service and maintain
  a positive relationship, Safe Haven strongly encourages the customer to contact
  ADT directly regarding his relocation concerns. We acknowledge that our decision
  may not be favorable, but we are upholding the terms and conditions the customer
  signed. Should the customer have any additional questions or concerns he may
  reach out to us Monday through Friday, 8 AM to 7 PM central time. Should the
  customer be unable to utilize the phone number listed above, he may contact our
  customer service department by email at ***************@mysafehaven.com. Thank
  you for your time and consideration.
  
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:03/11/2024

  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.

  Hello,
  
  I made a phone call and spoke with ***** who refused to get me to management on this to even give your company a chance to resolve this issue. I was deceived by your agents who made themselves as ADT agents and did not describe themselves as a 3rd party dealer. I also was light to by the installer your products are NOT ADT PRODUCTS. I have spent too much money on this and they are constantly going out and I am having to reset them I do not trust your company after these lies. I want a refund of all the equipment that totaled around 700 dollars. And I want my services to be stopped and given an address to send back your cheap products back to. Quit lying to your customers even ADT thought this is grounds for terminating my experience with ***** was also TERRIBLE. Should have escalated so a resolution couldve been made.

  

  Business Response

  Date: 03/12/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services,
  LLC’s (“Safe Haven”) formal response to the complaint made 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. We take the
  customer’s allegations of misleading, inaccurate identification, and deception seriously
  and as a result, we have thoroughly investigated this matter. Safe Haven would like to
  take this opportunity to address the customer’s concern and provide additional clarity.
  
  Based on our investigation, we were unable to locate any evidence
  to support the customer was unaware Safe Haven was an Authorized Dealer. Safe Haven conducted a
  verbal compliance recording that disclosed Safe Haven as an Authorized Dealer, collected
  physical signatures on documents disclosing Safe Haven as an Authorized Dealer,
  and received an authenticated electronic contract from the customer’s personal email, further undercutting the customer’s allegations.
  
  Furthermore, we acknowledge the customer's disatisfaction with the service and in efforts to maintain a positive relationship, we would like to offer service resolution asistance. Safe Haven strives for an excellent customer experience and we kindly encourage the customer to contact Safe Haven customer support to schedule an onsite service visit to address any service issues the customer may be experiencing. Safe Haven customer support can be reached Monday through Friday, 8 AM to 7 PM central time at ###-###-####.

  At this time, we acknowledge our decision may be unfavorable
  to the customer, but we are unable to refund the customer or release the customer from the Alarm
  Service Contract penalty-free. The customer acknowledged Safe Haven as an
  authorized dealer when she confirmed the compliance recording and when she provided physical
  and electronic signatures on the necessary documents collected during the installation that disclose Safe Haven as an Authorized Dealer. If the customer wishes to forego resolution assistance and would like to move forward
  with terminating the services, she would be subject to the early termination
  fees.  
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  

  Business Response

  Date: 03/13/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. Safe Haven previously addressed the customer’s concerns, her customer service experience, and the information provided to the customer before, during, and after the installation that all detailed Safe Haven as an Authorized Dealer. We have acknowledged the customer’s unsatisfactory experience and provided details reflecting the customer’s awareness of Safe Haven being an Authorized Dealer.
  
  At this time, we acknowledge the customer’s dissatisfaction with our response, but we stand by our previous comments. As an Authorized Dealer, Safe Haven’s brand logos are approved by ADT and are solely used based off ADT’s authorization. Any logo worn or printed by Safe Haven reflects ADT’s approved Authorized Dealer logo.
  
  Additionally, Safe Haven has offered to help provide service resolution to any concerns the customer may be experiencing with her system. Safe Haven cares about its customers, and we previously issued a formal apology in our initial response. We would like to reiterate those sentiments and invite the customer to contact us if she would like any assistance with resolving any service issues through our technical support or onsite service technicians.  
  
  At this time, our decision remains the same. The customer may contact Safe Haven directly if she has any further questions regarding her account. We thank you for your time and your consideration.
  

  
  Sincerely,
  Safe Haven Security Services, LLC
  

  
  

  Customer Answer

  Date: 03/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: No you do not care. And after my experience with ***** in customer service I have no need to work with a false dealer like you. I have reported and you will not be allowed to charge me. The false equipment will be thrown away tonight unless you want it back. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:03/08/2024

  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 was approached by a door to door salesmen. The main selling point of his sales pitch was the monthly payment would be X amount, and once the equipment (cameras, window sensors, etc.) was paid off, the monthly payment would drop down to X amount - this was discussed in length during the entire visit.
  First issue: Come to find out after the fact (after we purchased the equipment and *** services), that is NOT what would happen. Apparently (after confirming on a phone call with Safe Haven) not only would be continue to pay X amount (which would never drop down), but we would have a secondary payment solely for the equipment.
  Second issue: The equipment itself does not work how it was intended (cameras regularly disconnect, the downstairs touch pad is consistently disconnected from the main system upstairs, and the window sensors constantly do not read correctly when open or shut. We have already had a Safe Haven tech come out, however we continue to have issues and have since given up.
  Conclusion: I was sold a service/equipment under false pretenses (a 'package' that does not exist). I have contacted Safe Haven regarding this issue, however the "best" they can do is for me to pay a $1,000+ *** early cancellation fee (for the service), and then pay off the $3,500+ of the faulty equipment. The only acknowledgement of my issue I got from Safe Haven was "sorry you told incorrect information when purchasing your service/equipment" - I got no other resolution or options. It does not surprise me that their BBB score is 1.3 out of 5....I should have done my research into this company better...

  

  Business Response

  Date: 03/13/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services,
  LLC’s (“Safe Haven”) formal response to the complaint made 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. We strive for
  an excellent customer experience, and we are disappointed we were unable to
  uphold our own standards. We take the customer’s allegations of being sold
  under false pretenses seriously and as a result, we have thoroughly
  investigated this matter and would like to take this opportunity to address the
  customer’s concerns.
  
  First and foremost, Safe Haven would like to assure the Better
  Business Bureau of the efforts made to maintain transparency before the
  installation, during, and after. Safe Haven goes above and beyond to ensure the
  customer is provided all necessary documents upfront to review at their discretion.
  Based on our investigation, Safe Haven was unable to locate any evidence to
  support the customer was unaware of the monthly monitoring rate or the
  additional cost associated with the additional equipment charge.
  
  Second, we stand by our product and the quality service plan provided
  to our customers. In the event a customer is experiencing issues with the equipment,
  we must be permitted to exhaust all service resolutions possible. In the event
  our efforts are unsuccessful, and we have exhausted all efforts possible, the
  customer may be eligible for the system to be deemed inoperable. This does not include
  any supplemental devices due to the customer’s responsibility to provide compatible
  internet connectivity for those devices, nor do they impact the system’s capability
  from sending signals to and from the monitoring stations.
  
  In conclusion, we are unable to issue a refund to the
  customer for the additional equipment purchase or terminate the alarm services penalty-free.
  We acknowledge that our decision may be unfavorable, but we stand by the A**** ******* Contract the customer signed. In efforts to maintain a positive
  relationship, we kindly encourage the customer to contact Safe Haven to help
  provide resolution assistance to any service issues she may be experiencing. Safe
  Haven customer support can be contacted Monday through Friday, 8 AM to 7 PM
  central time at ************* We look forward to speaking with the customer and
  helping provide resolution to the service issues she may be experiencing.
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/18/2024

   
  
  Complaint: ********
  
  
  
  I am rejecting this response for the following reasons:

   

  The information I was advised in regards to the monthly charge was provided to me verbally by the sales agent who came into my home - I cannot be responsible for the fact that he did not document this for you to find during your investigation. Again, this specifically was the main selling point the agent was making, as well as why I agreed to this service. 

  I do not agree that you 'must be permitted to exhaust all service resolutions possible' as I should not be experiencing these issues to begin with, in addition I have already made an attempt to have your tech come to my home again to fix the issue, however which he left stating he was not sure how to fix the secondary panel downstairs and we are still having issues with the window sensors. I am highly apprehensive to allow your business to 'exhaust all service resolutions possible' as I do not want to be going back and forth with your customer service and techs for the foreseeable future as this sounds to me there will be no end to your resolution attempts. Again, your tech has already been here and could not resolve the issues. 

  In conclusion, I do not agree with your efforts and/or action taken to resolve my issue, as in reality there has been no action taken at all other than your apology. As I mentioned in my initial statement, you can have the equipment back - if you would accept it back then your business would be in the same position it was before your salesman came to my door, however you have refused which leaves me to continue paying for services and equipment that does not function as promised. I would hope that your business would, in good faith, recognize that I was provided false information by your sales agent in an attempt to mislead me into purchasing your products and services. I would hope that your business would do the right thing and part ways peacefully, as being requested of you. 

   

  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 03/19/2024

  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. During the installation, the customer is provided clear and explicit information regarding the terms of the ***** ******** Contract. It is important to note that this information is provided in writing after any interactions that occur with the sales representative initially, to ensure the customer can make a well-informed decision to move forward.
  
  Consequently, should there be any discrepancies between what is discussed prior to the installation and the terms presented during the installation, the customer has every right not 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 ***** ******** 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.
  
  Nevertheless, Safe Haven strives for an excellent customer experience. We acknowledge the customer has expressed issues with the equipment installed and are happy to help provide resolution assistance. Safe Haven acknowledges the customer does not agree with our policy regarding equipment returns, but in order to deem the system inoperable, Safe Haven must first be given the opportunity to provide resolution assistance. 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 equipment 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

• Initial Complaint

  Date:03/07/2024

  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.

  I started services with safe haven security 11/2024 based on a call from a telemarketer. The telemarketer told me that they were able to offer cameras with continuous playback and told me that the technician would show me how to set up these settings when he came and installed the equipment. when the cameras were installed i tried to use the playback feature only to find out that you can only use the cameras in 30 second increments with 30 seconds in between. I EXCLUSIVELY signed the contract based on the lie told by the sales rep. When I contacted safe haven they reviewed to phone call acknowledged that they lied about the capabilities, apologized for lying and said that there was nothing they could do to release me from the contract. I am seeking to be released from my contract based on the fact that i signed exclusively based on a lie.

  

  Business Response

  Date: 03/07/2024

  Dear Better Business Bureau,
  
  After reviewing the customer’s
  complaint, Safe Haven Security Services, LLC (“Safe Haven”) has addressed the
  customer’s concerns directly since February 13, 2024. The customer conducted a
  sales call and was told the cameras record on motion. During the call, the
  customer asked if the cameras recorded 24/7 or just with motion and the customer
  was advised just motion, however, in the event she wanted recording to be more
  frequent, she could speak with the technician onsite to set up different recording
  features. The sales representative did not sell the cameras with having “continuous
  playback”.
  
  Additionally, Safe Haven would like
  to note that during the installation, the technician will walk through the
  system education use and inform the customer of the system’s capabilities. At
  that time, when the technician discusses recording capabilities/ sets up different
  triggered alerts to the customer’s preferences, the customer is made aware the
  cameras do not have “continuous playback”. In efforts to provide full
  transparency for our customers, a 3-day rescission period is provided to allow
  the customer to review the terms of the Alarm Service Contract and decide to
  move forward.
  
  Furthermore, it is important to
  note that the technician also left notes from the installation acknowledging the
  customer’s frustrations with the camera functions. The technician confirmed she
  was made aware of her rescission period in the event she did not want to move
  forward with the services. After reviewing the account records, Safe Haven did
  not receive any communication from the customer exercising her rescission
  period.
  
  In conclusion, Safe Haven would
  like to issue an apology to the customer. We strive for an excellent customer
  experience and based on the details of the complaint we have fallen short of
  our own expectation. We recognize the customer may disagree with our decision,
  however, based on the Alarm Service Contract the customer signed, we are unable
  to release the customer penalty-free. The customer was made aware of the camera’s
  functions and provided a rescission period to enforce at her discretion but
  failed to do so. If she would like to move forward with terminating the Alarm
  Services Contract, she would be subject to the fees associated with early termination.
  
  Thank you for your consideration.
  

  
  Respectfully,

  
  Safe Haven Security Services, LLC