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:03/04/2024

  Type:Customer Service 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 bought a Condo on February 13th, 2024. An agent from Safe Haven that works with *** Home Security came by on February 17th, 2024.to sell me a home security system. It was installed that day. ******* the salesman said I would have three months of free service and 30 days to try it out He also said it would cost me $62 . If I was not happy in any way I could cancel. I notice a few days later my door bell was not ringing and my security system camera was blurry. I called *** to tell them. They informed me that I needed to call Safe Haven. I called them to tell them I’m system is not working properly. I told them I wanted the system removed.. they informed me to call ***. I have gone back and forth with safe haven and *** for the last seven days. I received a bill for $88 today from ATT due on March 22. My service rep ******* told me I had three months of service for free. Safehaven is wanting to charge me over $1000 to disconnect the system I have been back-and-forth with ATT and safe haven and nothing is getting resolved. I talked to a ******* today at ***. He told me he was going to waive the $88 for the first month. he asked for my email address and said he would send me an invoice with zero dollars on it. I never received it. I should not be getting a invoice at all. I was told I had three months for free.
  *** or Safe Haven are not terminating my services with them. It’s been two weeks and I’m not happy with my service with either company. My product is not working correctly and I just want out of the contract with no penalties. I’ve been calling almost on a daily basis to try to terminate, and nothing is happening.
  
  *** ************
  Safe Haven ************

  

  Business Response

  Date: 03/04/2024

  Dear Better Business Bureau,
  
  We would like to take the
  opportunity to acknowledge the customer’s concerns. Safe Haven values its
  customer and strives for an excellent customer service experience, and we
  deeply regret any frustrations the customer has endured based. As a result, we
  have escalated this complaint to the highest level within our customer support
  division to ensure we help provide a satisfactory resolution for the customer.
  
  As a result, a member of our
  customer support team will be reaching out to schedule a removal of the
  services to honor the customer’s cancellation request penalty-free. We
  apologize for any inconvenience caused and appreciate your understanding. Safe
  Haven kindly encourages the customer to contact our customer support team at
  844-413-1920, Monday through Friday 8 AM to 7 PM central time to schedule a
  removal.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/05/2024

  
  
  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.
  
  

  A Safe Haven Technician (***) came by today March 5th, 2024 and removed the equipment from my home. I was told there will be no penalty charge for the equipment or disconnection of my service. 

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

• Initial Complaint

  Date:02/27/2024

  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.

  Date of install and payment for devices installed was on the 27th of October 2023 and amount paid was $644.14 Our first monthly payment was on the 28th of October 2023 and monthly since in the amount of $53.49. On January the 24th I received a message from my Wi Fi company that my Wi Fi was down. When the Wi-Fi came back on the alarm system was not working. Unfortunately I was out of the country from the end of December until the 20th of February. I phoned ADT and safe haven to rectify the problem, after working with two technicians over three days they came to the conclusion that my panel is not working correctly and needs to be replaced. As this is apparently out of three month warranty they want to charge me for the technician to come out at a cost to me of $59.00 + tax. I am still paying monthly for a system that does not work and will not work until I agree to pay the technician fee. This security system was installed so that I would feel safe leaving my home empty as I travel often and for months at a time, I feel after just 3 months of working on a new system that it is not fit for purpose and even if fixed they will not guarantee that this will not happen again. As such I do not feel safe leaving my home with this company as my security system. I would like to leave my contract but they want 75% of my total three year fees which is unfair and should be unlawful as they are not providing the service contracted.

  

  Business Response

  Date: 02/28/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter.
  After reviewing the account, the customer entered into a thirty-six (36) month  Alarm Services Contract (“ the Contract”) with Safe Haven for alarm monitoring services on October 27, 2023.Unfortunately, Safe Haven did not find any evidence that there was any improper information provided to the customer regarding the terms of the agreement initiated with Safe Haven. Safe Haven allows all of our customers to review the Contract at the time of the installation and after. Our company provided all necessary information, specifically, for the terms and conditions regarding service fees upfront fat the customer’s discretion to review.

  Additionally, Safe Haven collected electronic signatures to authenticate the customer acknowledging the terms of the Contract. When the customer signed the contract, they acknowledged understanding the terms listed on pages 5-8, specifically terms “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” further undercutting the allegations listed within the complaint. Within the above-mentioned terms, the customer acknowledges that they are responsible for service fees, in addition to fees that are not covered under warranty.
  Furthermore, Safe Haven has scheduled and completed a service appointment providing a resolution to the customer’s concerns today, February 28, 2024. We understand the customer does not want to pay the associated fees outlined within the Contract, and as a result, wants to terminate the service agreement. At this time, if the customer would like to move forward with her cancellation request, she would be subject to the early termination fees.

  In conclusion, Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the conditions signed by the customer. The customer is ineligible to have any services fees waived that fall outside of warranty. If the customer would like Safe Haven’s assistance in providing additional service assistance, she will be subject to the associated cost. Should the customer wish to forego servicing and want to move forward with terminating the services, she may contact Safe Haven to make payment arrangements for the early termination fees. Safe Haven encourages the customer to contact us directly at ************ Monday through Friday, 8 AM to 7 PM once she decides how she would like to move forward. Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/28/2024

  The response sent from Safe Haven was not acceptable as the system went down within the three month warranty for use. But what was acceptable was the fact that they contacted me yesterday and arranged for a technician to come out today and replace or repair the unit. The technician just left, the unit needed an update, which can only been completed by the technician on the actual unit. Hopefully this will not happen again and this was completed free of charge. Many thanks for your help. 

  

  Business Response

  Date: 03/04/2024

  After reviewing the customer's response, we acknowledge the customer's disatissfaction with our entire response but at this time, we stand by our previous remarks. Based on the details of the response, it would seem the customer's issues have been acknowledged, addressed, and resolved. There is no further action for Safe Haven to take at this time. Thank you for your consideration.

  Customer Answer

  Date: 03/04/2024

  Safe Haven responded to me via telephone and arranged for a technician to come out to our home to repair or replace the security unit. The technician arrived the following day, the security system is now running and was fixed free of charge. It was really unfortunate that it took such measures on my part to accomplish this. Thankful that this issue is now resolved. 

• Initial Complaint

  Date:02/27/2024

  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.

  THE INSTALLED A CAMERA. THE BOX STOPPED WORKING. THEY ARE NOT TRYING TO CHARGE ME $60 FOR A NEW BOX.
  

  

  Business Response

  Date: 02/28/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service and we are committed to addressing any of the issues outlined within the complaint. Based on the information provided by the complainant, we were unable to locate the customer's information within our files. Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and would like to assist the complainant within the best of our abilities. We kindly encourage the customer to contact our customer support team at ###-###-####, Monday through Friday, 8AM to 7 PM central time. We thank the customer for their patience throughout this process and look forward to speaking soon.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/26/2024

  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.

  Had new system installed 2day ago having a problem with the system unable to control my light through system. I call ADT who I am paying them $50.00 a month they said call company that installed system call that company and one is available till Monday called ADT ack was getting help but then was disconnected call back again rep told me system is new you have to call safe Haven to get help. So no one at safe haven is there and ADT will not help me

  

  Business Response

  Date: 02/28/2024

  Dear
  Better Business Bureau,
  
  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by the customer. First and foremost, Safe Haven
  would like to issue an apology for any inconvenience or frustrations endured
  throughout this experience. Our goal is to provide excellent customer service
  and we are committed to addressing any of the issues outlined within the
  complaint.
  
  Safe
  Haven wants to assure the Better Business Bureau that we appreciate the
  customer’s feedback and look forward to resolving this matter quickly. In
  efforts to address the concerns listed within the complaint, Safe Haven has escalated
  this matter internally to our customer support team. A member of our service
  team will be contacting the customer directly to discuss their concerns in
  detail and work towards scheduling a service appointment for a service resolution
  that meets the customer’s satisfaction. We kindly ask that the customer allows
  24 hours to allow customer support to reach out. We also encourage the customer
  to contact our customer support directly at ###-###-####, Monday through Friday,
  8AM to 7 PM central time. We thank the customer for their patience throughout
  this process and look forward to speaking with the him soon.
  
  Thank
  you for your consideration.
  
  Sincerely,
  ******** ******
  Safe
  Haven Security Services, LLC

• Initial Complaint

  Date:02/23/2024

  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 was called by an ADT sales rep around September of 2023. I just purchased my home in SC and purchased the ADT security services. The ADT sales rep was trying to sell me the security system. He told me the cameras (safe haven) had back up battery recording Incase of power outage which was not true.
  
  After the cameras were installed, I found out that there is no play back for any of the cameras, the cameras will only record for 30 seconds at a time so a bad guy can still be within the frame and I don’t have any recording for it. The cameras and the doorbell camera indicate when the power is off and when the internet is not connected by blinking a green light or showing a solid red light. Those lights can be seen from outside of the house where a bad guy will be able to detect that my security cameras are not working.
  
  I have called safe haven and ADT about these issues and they just forwarded my call and said they couldn’t help.
  
  I was never informed of the ****** near cameras that work with ADT and can record 24/7, even after I asked if there were cameras that could do that. I was told that doesn’t exists. I spent around $1500 for the whole system. 4 outdoor cameras, 1 doorbell camera, smart lock, window/door sensors, and a panel.
  
  I want ADT to replace all 4 of my safe haven outdoor cameras with ****** nest cameras that can record 24/7. I also want my doorbell camera replaced with a ****** brand camera.

  

  Business Response

  Date: 02/23/2024

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  SAFE HAVEN SECURITY
  *** * **** ***
  North Kansas City, MO 64116
  ###-###-####
  Please forward this on to the correct company.

  

  Business Response

  Date: 02/27/2024

  Dear
  Better Business Bureau,
  
  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by the customer. First and foremost, Safe Haven
  would like to issue an apology for any inconvenience or frustrations endured
  throughout this experience. After reviewing the concerns listed within the
  complaint, it would seem like this complaint needs to be redirected to ADT
  corporate based on the requests listed. We kindly request the Better Business
  Bureau redirect the complaint to ADT Corporate to further assist the customer
  with their concerns.
  
  Thank
  you for your consideration.
  
  Sincerely,
  Safe
  Haven Security Services, LLC

  Customer Answer

  Date: 03/27/2024

  I spoke to ADT sales and they acknowledged that the sales rep who lied and sold me the safe haven cameras shouldn’t have done. They also acknowledged that the 30 second recording and the red lighting indicating the cameras were not working was a safety risk. The sales lady *********) that I just spoke to stated there was absolutely nothing ADT would do to fix the issue, even though they acknowledged the previous sales rep should not have lied and sold me the safe haven cameras. 

• Initial Complaint

  Date:02/23/2024

  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.

  I called Safe Haven in December 2023 to see if they provided different cameras because I was having problems with the one they put. The salesperson assured that the camera was of good quality and that with that exact system, my property and interests would be protected, and that customer support would be courteous and helpful. They also had qualified technicians to service the equipment if there was ever a need, with a prompt response. I phoned customer support and had the worst experience. When I asked for a supervisor, they said it would be 24-48 hours before they called me. I asked for a manager and was told the same 24-48 hours before they called me, but the customer service representative hung up on me. Today is 2/22/2024 7 PM, and there has been no phone call. I called the office around 6:30 and was told that a manager had called and left a voicemail. I told the representative that I had not received a call or a voicemail in almost three months, and that my security system was not working properly. Safe Haven failed to fulfill their contract, provided deficient security system, poor customer service, and supervisors who did not care to call their consumers.

  

  Business Response

  Date: 02/23/2024

  Dear Better Business Bureau,
  
  After reviewing the customer’s complaint, Safe Haven Security Services, LLC (“Safe Haven”) addressed the customer’s complaint in December 2023. We strive for an excellent customer experience, and we are disappointed our efforts have not been satisfactory to the customer. We would like to take this opportunity to address the concerns listed within the complaint to provide additional clarity.
  
  Consequently, Safe Haven’s management team has actively attempted to communicate with the customer since December 2023 up until as recent as today. February 23, 2024. The continuous negative remarks the customer has written against Safe Haven are false. Safe Haven provided supporting information that undercut the allegations listed within the complaint and confirmed ADT installed new cameras at the customer’s residence earlier this month voiding out Safe Haven’s portion of the warranty regarding cameras. Safe Haven has provided detailed explanation to the customer encouraging her to connect with ADT corporate to further assist her with her camera concerns moving forward.
  
  In conclusion, Safe Haven recognizes that the customer may disagree with our decision, however, the continued hate speech against Safe Haven is unwarranted as we have done everything necessary within our capabilities to assist this customer. At this time, Safe Haven is unable to issue the customer a refund, nor do we have any authority over ADT’s refund policy.  We strongly encourage the Better Business Bureau to redirect the customer’s billing concerns to ADT corporate. Safe Haven thanks you for your time and consideration.
  
  Respectfully,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/21/2024

  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 want out of my contract with this company. I refuse to pay to cancel the contract because I have been complaining about this company in the security system since day one. The doorbell camera rarely works and there’s no way to trigger an alarm for the security system, it was not installed properly and it was a part of a deal because this is a new development. When you contact ADT they cannot help because Safe Haven is a authorized dealer but then when you contact Safe Haven you can never get a representative to help you with a situation and I do not feel safe with them. I want out of this contract with no penalties.

  

  Business Response

  Date: 02/27/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we are committed to addressing any of the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and look forward to resolving this matter quickly. In efforts to address the concerns listed within the complaint, Safe Haven has escalated this matter internally to the National Coordinator for our Builder division. A manager will be contacting the customer directly to discuss their concerns in detail and work towards finding a resolution that meets the customer’s satisfaction within the bounds of the contract. We kindly ask that the customer allows 24 to 48 business hours to hear from management.  We thank the customer for their patience throughout this process and look forward to speaking with her soon.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/28/2024

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

  Cherie Abbott, the National Coordinator contacted me, but I ended the conversation early because she was making me upset and kept talking over me and trying to contradict what I was explaining to her. From day 1 I have complained about Safe Haven and their communication and lack of effort. I did not feel comfortable with their security system and monitoring and had it removed. As a said previously, I had the equipment removed and went with another Security company. I AM NOT PAYING AN EARLY TERMINATION FEE due to Safe Haven's lack of professionalism, communication and security guarantee.
  
  
  
  Sincerely,
  
  
  
  ****** ******

  

  Business Response

  Date: 03/04/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Serivces, LLC's (Safe Haven) formal response to the customer's rejection. We acknowledge the customer's disatisfaction with our previous response and efforts, but at this time we stand by our original response. Additionally, it is important to note that the contract discloses information relating to early termination, specifically when a customer removes equipment installed by Safe Haven without Safe Haven's authorization. Based on the terms the customer signed, the customer's contract warranties have been voided and she is subject to the early termination fee. We acknowledge the customer may not agree with our resolution, but at this time we are upholding the terms the customer agreed to. If the customer wishes to move foward with terminating the services, she will be subject to the early termination fees outlined within the Alarm Services Contract.

  Thank you for your consideration.

  Sincerely,

  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/05/2024

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

  I have contacted this business on multiple occasions. 2 times I was not able to speak with a representative at all. Other times ADT told me I had to reach out to Safe Haven. I have proof that when it was installed I asked them to come remove it from my home after the first week. I was told misinformation and did not feel secure. I will file a lawsuit if need be, especially when I have been threatened by the previous representative. I am requesting that the contract be terminated, and I am not paying the early termination fee. I will give the equipment back that I have paid for gladly and not even asked to be reimbursed for it. This is an agreement the builder made with Safe Haven where the homes were already pre-wired. However, I like many other neighbors did not know we wouldn't have direct contact with ADT. This is how angry I am with this company and their piss poor service. The customer service is horrible and I will also tell other neighbors who signed up with Save Haven about the issues I have been having and will take to my social media accounts until the problem is resolved. 
  

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

• Initial Complaint

  Date:02/20/2024

  Type:Customer Service 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 received emails and phone calls from Safe Haven in which they claimed to partner with a homebuilder I recently purchased a home from. I have not solicited business from Safe Haven or entered into any contract with them.
  
  After multiple more phone calls, I responded to the one of the emails (on January 7th) stating that I was not interested in their services. After this, I received nine more calls over the space of a month. I also received another email. When it became evident that this company would not respect my privacy and my refusal of their services, I replied to the email again, telling them I was not interested. I also warned them that I would make a complaint to the Better Business Bureau if they continued to contact me. In the email, I also asked them in the email to remove me from their call list and email list.
  
  Since that email, I have received two other emails and a phone call. Since they refuse to respect my privacy and honor my request to stop calling and emailing, I am making this complaint in the hopes that the harassment will stop. I would like to reiterate very strongly that I have never solicited business from this company or knowingly entered into any contract with them either verbally or in writing.

  

  Business Response

  Date: 02/27/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by the customer. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we are committed to addressing any of the issues outlined within the complaint. Safe Haven does not condone the behavior described within the complaint and have made efforts to ensure this does not recur.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and takes the details of the complaint seriously. In efforts to address the concerns listed within the complaint, Safe Haven has escalated this matter internally to ensure we have added the customer’s information to our internal “Do Not Contact” list so that aren't any additional communication attempts made. We kindly ask that the customer submit any emails exchanged during the described events to our escalation division at ***********@mysafehaven.com for documentation purposes. We thank the customer for their patience throughout this process and are glad we could provide a resolution to ensure no further communication is had.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/29/2024

   
  
  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:02/19/2024

  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.

  Purchased a security system. Window sensors and cameras have not been operating properly since it was installed in October. I have had 8 technicians at my home and its still not functioning. They are now stating I have to pay for technicians even though the system has never been fully functional. I want to cancel the contract and return equipment with no penalties.

  

  Business Response

  Date: 02/27/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (Safe Haven) formal response to the customer’s complaint. We would like to take this opportunity to acknowledge the customer’s concerns and provide additional clarity. Safe Haven values its customers and strives for an excellent customer service experience. We deeply regret any frustrations the customer has endured based on the details listed.
  
  After reviewing the account, Safe Haven has spoken with the customer previously and addressed the customer’s concerns. The customer has experienced multiple issues with window sensors and Safe Haven provided power g sensors to resolve the concerns the customer was experiencing. Safe Haven last visited the customer’s residence on February 3, 2024, and a technician manager resolved the system errors by installing the sensors referenced above. During the service visit, the customer conveyed she was looking for a way to get out of the contract because she found an inexpensive system that she can install herself.
  
  Furthermore, Safe Haven has provided the contract specific details regarding early termination outlined on page 5, paragraph 2. Safe Haven has not deemed the system inoperable and contrary to the customer’s allegations, Safe Haven has been to the residence on five occasions regarding sensors with the 5th visit resolving the concerns. It is important to note, the customer did mention any concerns regarding cameras until February 19, 2024.
  
  Consequently, Safe Haven is permitted to assess standard service fees after the first 90 days of the monitoring services. During the call, the customer was advised she could pay the fee for an onsite service visit or opt for a technical support call at no cost. Unfortunately, Safe Haven was not permitted to provide resolution assistance with either of the previous options presented. Before disconnecting the call, the customer debated the contract terms and threatened to report a Better Business Bureau complaint.
  
  In conclusion, Safe Haven acknowledges the customer’s cancellation request, but we are unable to offer a penalty-free release. Safe Haven has attempted to offer resolution assistance within the bounds of the contract, but the customer has declined. At this time, if the customer would like to move forward with terminating the services, she would be subject to the early termination fees. Should the customer have a change of heart and would like to permit an onsite service appointment, she may contact our customer service to schedule an appointment with the associated service fees. Safe Haven customer support can be reached Monday through Friday, 8 AM to 7 PM central time at ###-###-####.
  
  We thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/27/2024

  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This is not true or correct. I stated to tech manager the cameras are not recording events and I need security. I advised if they can not fix the issues with the system I would buy my own and they could uninstall theirs. It is not cheaper to buy your own system as it would cost around 2000 to start up a system plus maintenance and monthly fees. Louis the tech manager has avoided coming to view issues and has refused to return phone calls and even failed to note the camera issue which was mentioned to 3 different techs. I have attached a phone from the camera of someone infront of my home ant the camera never recorded the event. If I was not home I would not have known anyone was around my property. As well as there was a police incident in my back yard where a subject was arrested within camera view and the camera never recorded the event. This is a safety issue and has nothing to do with cost if the issues can be resolved I will happily keep the service however I have had multiple techs to my home since installation for window sensors which were fixed and camera issues which safe haven refuses to address this entire time. 
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/06/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven's formal response to the rejection response. We acknowledge the customer's disatisfaction with our previous response, but we stand by our previous remarks. In efforts to provide excellent customer service, Safe Haven technician management has attempted to reach out to the customer since receiving the original complaint on multiple occaisions. Unfortunately, none of our communication attempts have been returned. At this time, Safe Haven kindly encourages the customer to return any of the communication attempts that have been made in order for Safe Haven technician management to help provde additional resolution assistance. 

  Thank you for your consideration.

  Sincerely,

  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/06/2024

  Complaint: ********
  
  
  
  I am rejecting this response because: I have recieved no communication and can provide my phone records to prove it if needed. An ADT liason sent them a message Thursday giving them 48 hours to contact me. Its not Wednesday of the following week and I've still had no communication from safe haven. This is very unprofessional to have to go to the point of a better business complaint to simply get a proper working system or to be released to go to a company that can actually provide me with a working service. According to ADT they can see the malfunction on their end and they do not know why safe haven is not seeing the issue the same as they are seeing it however I am not allowed to bring ADT in to fix the issue due to their contract with safe haven. To tell someone I cant afford to replace all of the expensive items in my home the system has to work or cancel is not stating I can not afford the system. I have tried to get ADT to take over my contract directly but unfortunately they are unable to do so for a year. So in the meantime I have to pay for a service that only partially works. This is not acceptable I want the system fixed or let out of the co tract. This is not an unreasonable request.
  
  
  
  Sincerely,
  
  
  ***** *****

• Initial Complaint

  Date:02/16/2024

  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’ve recently submitted a complaint. ADT sent someone to install security system. The employee did not complete the installation. Caused the security system to not function properly. When I expressed this to them, they told me I’d have to pay for someone to come back out and fix the mistake. When I told them I’m not paying for someone else’s mistake I told them I wanted to cancel my services. They told me I’d have to pay a termination fee. ($1200). I told them I’m not paying that either. The system remained but still not installed properly. I did not pay the company due to it not being properly installed. They have now terminated my service on account that I have not paid for any service (I understand, but I’m not paying for services that do not work). When I spoke with them today they told me they had no record of it not being installed properly and that no one came to my house the second time to fix it. They informed me the only way to get it fixed was to pay for the past year of service- which again was not functioning properly. And have someone come out to fix it (which I’d have to pay for out of my pocket) and then continue the service. Or pay the termination fee of $1200 which includes the past almost year costs of it not working, as well. They want me to pay for a service they failed to properly install and they want me to pay to have someone properly install it when it should’ve been done the first or even second time the employee came to my house.

  

  Business Response

  Date: 03/06/2024

  Dear Better Business Bureau, 

  Please accept this as Safe Haven's formal response to the rejection response. Safe Haven attempted to contact the customer March 20, 2023 by email and phone and on May 30, 2024 without any return communication.This information further undercuts the allegations the customer has made against Safe Haven. At this time, we recognize our decision may be unfavorable, but the contract terms stand. The account is no longer in service and currently has a remaining balance left. Safe Haven encourages the customer to make arrangments for the early termination fee to avoid further collections efforts. 

  Thank you for your consideration.

   

  Sincerely,

  Safe Haven Security Services, LLC

  Customer Answer

  Date: 03/06/2024

  The company never reached out in regards to having someone come back and finish the prior work. If they did, it would have been accepted. They claim they reached out and received no response from me, yet we had several phone calls where I stated that I did want someone to come out. They explained I’d have to pay extra for the unfinished job. They now are claiming we never had the phone calls.