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: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 signed up with ADT on March 8, 2023. I was told it was an 18 month contract and I was getting a special deal through **** ****** in North Ft Myers Florida where my home is located. Upon installation, I had several issues with the system sending me false alerts as well as it stating my back sliding glass door was open. This happened on several occasions. I called ADT because I wanted to cancel my contract. I was told it was 18 months and I had to wait or pay the buy out. I contacted ADT/Safe Haven today and was told it was 36 months. I NEVER AGREED TO THAT AND WAS LIED TO. The reason why I called again today was that I am out on disability for 6 months and can not return to work. I wanted to end my contract 6 months early. Now they tell me that can't be done. I called 4 times today, was put on hold, disconnected and emailed my rep - no reply. This is an outrage! I was also told that Florida is a no contract state. Under these circumstances, I have no money, no job and can't afford the payment any longer. Considering I was lied to and it was not $50 a month, but $70 a month now, this needs to be addressed. Plus, the numerous issues I have had as well as faulty equipment, no customer service and flat out lies. Not to mention, I can't even get in touch with anyone. PLEASE HELP.

  

  Business Response

  Date: 02/16/2024

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention concerns to our attention. Safe Haven Security Services, LLC (“Safe Haven”) is committed to providing excellent customer service, and  we are sorry to hear that the customer had nothing less than the best experience. We would like to assure the Better Business Bureau that our company takes the details of this complaint seriously, and as a result, we have investigated this matter thoroughly.
  
  After reviewing the account records, Safe Haven has been unable to find any evidence that would support the allegations made within the complaint. We would like to clarify that the customer entered into a 36-month Alarm Service contract with Safe Haven willingly. She provided her electronic signature agreeing to the terms and conditions and authenticated her signature through the use of her personal email address. In order to satisfy the contract terms agreed upon and honor the customer’s cancellation request, an early termination fee would be assessed to the customer.
  
  Additionally, Safe Haven spoke with the customer in August 2023 due to the customer’s dissatisfaction with the pricing difference of her system compared to her neighbors. A sales manager spoke at length with the customer advising him of the difference in value, the monthly rate, and the additional incentives and equipment vouchers Safe Haven provided her. In efforts to achieve customer satisfaction, Safe Haven also issued the customer 3-months’ worth of services in a check for the customer on 8/24/2023 amounting to $197.97.
  
  Consequently, the customer acknowledged the 36-month agreement, was made aware of cancellation terms, and received additional compensation during her conversation with a sales manager. Safe Haven has gone above and beyond to help provide a satisfactory resolution within the bounds of the contract. We acknowledge the customer’s unfortunate circumstances, but it does not negate the validity of the terms and conditions the customer signed.
  
  At this time, we understand that our decision may be unfavorable, but we are upholding the terms and conditions that the customer signed. We acknowledge the customer’s preference to terminate the business relationship, but we are unable to do so without the associated fees collected. The Alarm Services Contract explicitly outlines these conditions, specifically, page 5, paragraph 2. If a customer would like to move forward with her cancellation request, she would be subject to the early termination fees. The customer may contact our Customer Service Monday through Friday 8AM to 7PM  by phone at ###-###-####, or by email at ***************@mysafehaven.com.
  
  We appreciate your understanding and cooperation in this matter. Thank you for your time.

  Sincerely,

  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/12/2024

  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.

  The technicians for ADT came to install the cameras to my home on November 03, 2023. They offered the system for free since I purchased my home. The technician named Justin, is the one who installed the system. When he finished, of course he came and said he was done with it, obviously I'm assuming that the system is installed AND activated. The day after I began to figure out how I would be able to look into the cameras. The technician didn't show me how to get the application on my phone. About two days ago, I noticed that my house was broken into, my garage mainly. They were able to come in through the roof. I started messing around with the panel in my house, and try to find any recording that I can. I accidentally clicked on a button, that activated an alarm, which alerted the people from ADT. I received a call from someone from ADT, and I asked them that I was trying to look at some footage from my outside cameras and figure out who broke into my garage, and the lady told me that she wouldn't be able to look into them because the cameras weren't activated. So I said, you're telling me that I'm paying each month for cameras that aren't even activated? Like are you joking? It's absolutely ridiculous.

  

  Business Response

  Date: 02/13/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint by the customer. 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. We want to assure you that our company takes customer feedback seriously, and we have made every effort to acknowledge and address the customer’s issues.  We would like to take this opportunity to provide additional clarity.
  
  After further investigation, we have found no evidence to support the customer’s allegations towards the installation technician. Safe Haven makes a conscious effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. We utilize electronic signatures which are generated by inputting a unique pin known only to the signer and then a copy of the contract is sent immediately via email to the customer for their review at the designated email address provided.
  
  Within the terms and conditions agreed upon, the customer signed the “Broadband Rider” which addresses the details of the complaint and further contradicts the allegations listed. The document explicitly details the following information,
  “Section 3. Telecommunications Requirements
  • Customer hereby acknowledges that he/she has voluntarily and at his/her direction subscribed for certain services (as further detailed on pages 1-3 of the Contract) for which, as at the time of installation and as so advised by Dealer, certain telecommunications functionalities (“Telco Requirements”) may not yet be available at the Customer’s Premises.
  • In anticipation of the availability of such Telco Requirements at the premises, Customer nonetheless agrees to pay for the charges associated with such services (as further detailed on pages 1-3 of the Contract).
  • Should the Telco Requirements not be made available at the Premises within a reasonable period of time from the effective date of the Contract, Customer may request a downgrade in services (i.e. to services that are not dependent on the Telco Requirements) by contacting Dealer.
  • Customer hereby acknowledges and agrees that it is his/her sole responsibility to notify Dealer of the foregoing, or upon the availability of the Telco Requirements.
  The parties hereto mutually agree that this Contract, of which this Rider is made a part, is and shall be and remain in full force and effect in accordance with all the terms and conditions thereof.”
  
  Following the installation, Safe Haven set a tentative return appointment for 11/15/23 to activate the Wi-Fi devices upon the customer’s installation of compatible internet services. The customer acknowledged the appointment, further undercutting the allegations the customer was unaware the installation of the Wi-Fi devices weren’t completed. However, we must note that the customer is responsible for the installation of compatible internet resources in order for the devices to function. In the event the customer fail to do so, they are still subject to the terms of the agreement per the Broadband Rider.
  
  Furthermore, Safe Haven attempted to contact the customer from 11/14/2023-11/17/2023 to reschedule a return appointment, but the customer did not return any of Safe Haven’s contact attempts until 2/9/2024. Safe Haven scheduled a return appointment on 2/10/2024, but upon arrival the customer requested to cancel the services altogether. The technician was not permitted to return to the residence to complete the installation.
  
  In conclusion, Safe Haven acknowledges the customer’s frustration with the operation of the cameras, but it is the responsibility of the customer to have compatible internet connectivity for the function of the devices. If the customer fails to provide sufficient internet connectivity (“ Telco Requirements”), Safe Haven is not liable for the lack of functionality nor any damages/stolen items that occur from a break in. Cameras do not guarantee theft will not occur, similar to an alarm monitoring system it is a preventative measure to help detour theft from happening.
  
  At this time, Safe Haven will be unable to honor the customer’s desired settlement. If the customer has sufficient internet connectivity within the residence, he may contact Safe Haven to schedule a return appointment to activate the Wi-Fi devices. If the customer wishes to forego moving forward with the activation of the Wi-Fi devices and wants to proceed with cancellation, he would be subject to the early termination fees outlined within the Alarm Services Contract. Safe Haven can be reached at ###-###-#### Monday through Friday, 8 AM to 7 PM central time.

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

• Initial Complaint

  Date:02/09/2024

  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.

  I am constantly getting solicitation calls (on my private and my cell phone) although I have asked REPEATEDLY that I be taken off your list. To make things worse, I am sick and battling cancer and should not have to deal with these kinds of calls. EITHER STOP CALLING OR I WILL FILE ANOTHER, THEN ANOTHER, THEN ANOTHER COMPLAINT AND THEN ASK FOR DAMAGES.

  

  Business Response

  Date: 02/09/2024

  Dear Better Business Bureau,
  
  Thank you for allowing us the opportunity to acknowledge the customer’s concerns. 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 in the complaint. As a result, we have escalated this complaint to the highest level to investigate our call records.
  
  After reviewing our records, Safe Haven was unable to locate any lead accounts or call records associated with the individual’s information. Based on our findings, it would seem this complaint needs to be redirected to the appropriate company. In efforts to help provide a resolution for the individual, Safe Haven has created an account with her information within our database to add into the internal “Do Not Contact” list. We thank you for your time and consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/08/2024

  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 signed up with ADT in Feb 2023 for security cameras and additional equipment and in June 2023 one of my items, a thermostat, was ruled faulty by my local HVAC company. It was replaced with a different device and since June 2023 I have inquired about getting a credit to my account. I contacted ADT and was informed that I need to contact Safe Haven. I called them and spoke to a customer service representative and was told they cannot do anything to my account after 3 days. So I have paid for equipment that I no longer have because it was faulty equipment and nothing can be done? Safe haven is an authorized dealer for ADT but they don’t, and can’t, communicate with eachother as if one has no business with the other. The very LEAST they could have offered was to send me a replacement since I paid for it.

  

  Business Response

  Date: 02/08/2024

  Dear Better Business Bureau,
  
  Thank you for bringing this matter to our attention concerns to our attention. Safe Haven Security Services, LLC (“Safe Haven”) is committed to providing excellent customer service, and  we are sorry to hear that the customer had nothing less than the best experience. We would like to assure the Better Business Bureau that our company takes the details of this complaint seriously, and as a result, we have investigated this matter thoroughly.
  
  After reviewing the account records, Safe Haven has been unable to find any evidence that would support the customer be issued a refund or replacement based on the terms and conditions of the contract. We would like to clarify that Safe Haven visited the customer’s residence on May 31st, 2023 and checked the thermostat.During the service appointment, the technician made sure the thermostat was working properly and was operating under its intended function. Safe Haven’s technician recommended the customer contact the HVAC company who installed it to check the cooling system because the motor was kicking on, but the air conditioning was not turning on.

  It is important to note, Safe Haven is not HVAC certified, and we did not install the thermostat device because they require HVAC certified installation. The device was simply purchased from Safe Haven in order for the customer to acquire an HVAC certified technician to install the device and incorporate its features into the monitoring services.Following our service visit on 5/31/2023, Safe Haven did not return to the residence or receive any communication from the customer regarding her system until nine months later (February 2024).
  
  Furthermore, the HVAC employees removed the device and replaced it with the Google Nest. Once that occurred, any warranties governing the device were voided due to the contract terms that identify lost, stolen, or damaged equipment falls outside of Safe Haven’s scope of liability. We acknowledge the customer no longer has the device or is utilizing its feature, but Safe Haven does not have authority over ADT Billing. It would ADT's discretion to allow the customer to downgrade services
  
  Nevertheless, while we acknowledge the customer’s preference to be reimbursed or receive a replacement for the device we are unable to honor the customer’s request. The customer allowed the device to be discarded at her own discretion and Safe Haven is not required to replace items we have not deemed inoperable. We kindly encourage the customer to redirect her request to the company that discarded the device if she would like reimbursement for the value of it.
  
  At this time, we understand that our decision may be unfavorable, but we are upholding the terms and conditions that the customer signed. Safe Haven has been explicit in providing the customer with information as to why we have made this decision, and we have also communicated this to ADT as well. If the customer has any additional questions she may contact our Customer Service by phone at ###-###-####, or by email at c**************@mysafehaven.com.
  
  We appreciate your understanding and cooperation in this matter. Thank you for your time.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:02/07/2024

  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 December, after my first home purchase, I was sold on a new security system with free equipment perks and a monthly payment of $65.99. However, despite my explicit inquiry about continuous recording, I later discovered that the cameras provided by ADT only captured motion clips. 1st Red Flag. During the installation on 1/23, with ****** I requested cameras for the top, bottom, and back of my house, but the technician couldn't wire the bottom units due to not wanting to drill through concrete walls. which I found to be odd since there was a pre-exsisting Cox camera already. With this setback, I proceeded with the installation of 3 cameras and also added smoke and carbon monoxide detectors, paying $882.17 in full. During the install the tech informed me that there was no electricity in the attic and I needed to hire an electrician. $400 later to run a power line, I absorbed the cost. 2nd Red Flag. On 1/6, we scheduled another visit to finish the installation, as a new owner, I needed to set-up wifi still. I found out that the cameras required more upload speed than my Wi-Fi plan I purchased, which was never communicated to me at anytime during the installation. 3rd Red Flag. On 2/6, we planned to add one more camera, replace an existing Cox camera, and add 4 door locks ($1854.09) but the technician again, for some reason, needed power for the bottom left camera. I had to hire my electrician again for $550. As a customer its not my job to troubleshoot or due my due- diligence to get every camera power. After running the wire, the technician realized he didn't need it because there was power inside the unit. Now I have a live wire outside my property, posing a fire hazard. I am seeking compensation of $1500 for the unnecessary power line and for the time and energy wasted due to the technician's lack of proper troubleshooting and diligence. I believe ADT Tech should take responsibility and provide appropriate compensation.

  

  Business Response

  Date: 02/07/2024

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

  

  Business Response

  Date: 02/09/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We understand the customer’s dissatisfaction regarding the previous response, but contradictory to the customer’s feelings, the terms and conditions of the Alarm Services Contract are explicit in the customer’s responsibility regarding sufficient internet and power resources for the functionality of devices that require it. Based on the customer’s rejection, if the customer is wanting to address her concerns with ADT, we kindly encourage her to communicate with ADT directly, we are Safe Haven Security.
  
  At this time, our decision remains the same. Safe Haven understands our decision may be unfavorable to the customer, but we will not be issuing the customer compensation. We appreciate your time. Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I signed a contract with Safehaven security. I’m confused as to who I need to contact to rectify this unjust transaction performed by your technician. 
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:02/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Worked with Concierge Matt Lassen of Safe Haven Security Services - initially seemed friendly, however, after he got the sale he was no longer that friendly person, refused to return phone calls and emails after a billing dispute. He quoted one price and I was billed another. I was also charged a higher activation fee. When trying to reconcile this he has been completely unresponsive. I need this issue resolved. Safe Haven was a part of my smart home package, I will convey same messaging to my Builder.

  

  Business Response

  Date: 02/07/2024

  Dear
  Better Business Bureau,
  
  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the customer’s concerns. First and foremost, Safe Haven would like
  to issue an apology for any inconveniences 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 satisfactory between both parties.
  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: 02/26/2024

  Hi, this issue has been resolved satisfactorily, between myself and ******/Safe Haven, as of 2/24/24. 
  Thank you, *******

• Initial Complaint

  Date:02/05/2024

  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.

  Just recently purchased a new home with **** ****** who included in their brand new homes Smart Home Package. They have a working contract with ADT/Safe Haven to provide security services for the above mentioned package. Unbeknownst to me and definitely not clearly stated nor explained they get you in a contract for 36 months and will make you pay 75% of those 36 months upfront if you don’t want to continue with their services. I do not want to be saddle with a 36 months contract for home security services. I genuinely did not have that was the case when the concierge from **** ****** had contacted me to schedule for the installation of the smart panel. Even when the technician came to do the installation he did not state any of this to me. If I had known, I 100 percent would not ever allowed them in my house let alone sign for a contract that I did not know I was signing. I was under the impression that I was only signing for the installation fee and to confirm the equipments the technician installed that day which he told me I was getting for free. And that any other equipment I received I would pay out of pocket for after I use the $500 voucher they were offering.

  

  Business Response

  Date: 02/08/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s concerns. First and foremost, Safe Haven would like to issue an apology for any inconveniences 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 we’re happy to have resolved this matter quickly. In efforts to address the concerns listed within the complaint, Safe Haven escalated this matter internally to the National Coordinator for our Builder division. A manager contacted the customer directly to discuss their concerns in detail and offer a resolution satisfactory between both parties. At this time there is no further action to take.  We thank the customer for their patience and understanding throughout this entire process.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:01/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never should have allowed you all in my home. You couple yourselves with DR Horton and ADT to puff your service but everything about this company is less than sophomoric. You all installed defective equipment at my house in July 2022. A tech returned to my home on two additional occasions due to you all's equipment not working properly. I have non-affiliated cameras at my home that work fine but you all's cameras, locks, etc. rarely worked intermittently. Your tech told me that I was required to keep the service for a year or I'd be penalized (the cancellation cost was greater than remitting monthly payments). His recommendation was to simply restart my Wi-Fi modem occasionally. This was all a lie. ADT visited my home in 2023 and confirmed that the Safe Haven tech butchered my install. My equipment hadn't communicated in over a year due to the install and confirmed that the equipment wasn't installed correctly.
  
  ADT cancelled my service without penalty due to Safe Haven's errors. I can no longer access any of the "smart" technology remotely. Safe Haven is charging me $85 for a tech visit which is unjust. They're charging me for a visit in advance of any appointment instead of resetting my system remotely. Safe Haven's customer service is terrible, arrogant, ineffective, and a waste of energy. This is absolutely a terrible experience.
  
  I just want my panel reset and working properly like it should've from the beginning. I'm also concerned because I'm paying $85 for a panel that will halfway work but nobody is telling me that I have to pay to use the panel (per Safe Haven's staff on 1/27/2024) after three years.
  
  The manager that set my appointment up today was reluctant to send me any information regarding payment, appointment confirmation, nor gave me any conditions for the panel. This is the continuation of robbery and disservice. I'm disputing my payment.

  

  Business Response

  Date: 02/01/2024

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We sincerely apologize for any inconvenience and deeply regret any frustration this may have caused the customer, as we strive for an excellent customer. Safe Haven would like to take this opportunity to address the customer’s concerns.
  

  In an effort to provide resolution to this matter, Safe Haven put in a request to refund $92.01(service fee plus tax) back to the original payment method used on file. We kindly request the customer allow 5-7 business days for this to reflect back not their account.  We acknowledge the customer has chosen to opt-out of the Smart Home Advantage system to avoid any additional monthly fees, however, should he have a change of heart, we welcome him to reach out to us so that we can provide assistance.
  
  Safe Haven appreciates the customer’s understanding, and we are hopeful our efforts will help repair the relationship. We value customer satisfaction, and we thank the customer for allowing us to come to his residence. Safe Haven kindly invites the customer to reach out to his personal concierge representative should he have any additional questions. Once again, we appreciate the customer's patience and understanding through this process and thank him for his time.

  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:01/29/2024

  Type:Billing 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.

  If I’m not mistaken it was on November last year — or it could be farther, ADT knows exactly when— my WiFi password has changed, so because of that my ADT devices stopped working. I followed the instructions through the ADT app where customers can fix these kinds of issues themselves, I reset, deleted, and reinstalled devices but nothing has worked.
  
  I call customer service several times to try to help me, they did try to guide me through the phone but no improvement, call always disconnected, and finding these people through the phone is not easy for some reason, but as a security company it should never be.
  
  I believe maybe a week or two from today’s date I called to schedule an appointment for them to come to fix the problem themselves, they have told me that it cost 80 or $90, i was shocked because in the beginning they said for my plan any problem with devices was free off charge. It turns out it was only for the first 30 days.
  
  So, I told them let’s schedule again a phone appointment, guide me through the phone, cause I don’t have the money. They never never call me on the appointment date, or any other day after. I’m paying ADT for no service since that date last year, this is a steal, fraud. What if someone get in my back yard, or ring the bell right now, I cannot see it, and I’m paying for what??
  
  The thing is the know that the problem can come from their devices, because in the beginning my camera devices stopped working and the guy couldn’t fix it so he had to change the whole device. So what if that’s what’s happening?? I’m gonna be forced to pay money for them to come fix it when it’s not my fault that I cannot fix it myself.
  
  As I’m talking right now, I still don’t have any service. I’d like you to please help me get a full refund for the months I paid for no service and for them to come fix my devices free of charge. Thank you!

  

  Business Response

  Date: 01/30/2024

  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. We understand the customer has some concerns regarding billing and servicing, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint.
  
  Based on the information provided, we would kindly request that any billing concerns be redirected  towards ADT corporate. ADT has oversight over billing, and they will be able to address the concerns raised. Please note, Safe Haven was not notified of any Wi-Fi password changes until January 8th, 2024. Any reference to customer service, the ADT Application, or communication prior would also need to be redirected to ADT.
  
  After investigating the account, Safe Haven received notice from the customer of a service request excluded from the warranty on January 8th, 2024. (see page 7, sections 10-12) In the event a service request is made that is not covered under warranty, Safe Haven is permitted to assess service fees at our current labor rate for each service call. However, we do offer alternative service aid resolutions by free technical support calls for troubleshooting. Safe Haven’s technical support team tried to contact the customer for January 9th, 2024, but the customer advised she did not have availability to speak and requested on onsite visit. The support agent reiterated the service fee cost, and she inquired about cancelling.
  
  Additionally, Safe Haven’s technical support team continued to reach out to the customer to offer troubleshooting at a convenient time, but they have been unsuccessful at reaching the customer. Technical support began reaching out to the customer 1/9/2024 up until 1/15/2024 but have yet to receive a response. We acknowledge the customer’s concerns regarding her internet, but we have not been able to reach the customer at a convenient time due to her job schedule.
  
  As a courtesy, an open job ticket has been created for technical support to continue reaching out to the customer by phone and email. We kindly encourage the customer to return our support team’s contact attempts or contact our customer service team at ###-###-####, Monday through Friday 8 AM to 7 PM central time to schedule an onsite visit with the associated cost. We thank you for your cooperation and understanding.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/06/2024

  Hello,

  To start with, I’d like to thank you for helping me with my issue. Safe Heaven company has contacted me and together we fixed the problem. About their response to my complaint, what they said is true, that I contacted them in January, however, I did contacted ADT before that through the App with the contact they provided. Now, it comes to my understanding that ADT and Safe Heaven is not the same, or I could say that they don’t communicate or share customer issues. I made payment directly through the ADT app or using their website, so I thought that they were the one to help me with any kinds of issues, that is why I always contacted them directly. It was in my last call with them that the customer service gave me Safe Heaven number to better assist. So I called them and I felt like it was the same thing happening, so I asked about ending my plan, and later decided to file a complaint because the guy that was supposed to call me back never did.

  Brief, it’s okay right now everything is working. Safe Heaven tech way was easier than the way of ADT customer support. It’s two different steps, guess that’s why they couldn’t help fixing it.

  Again, thank you!

  Customer Answer

  Date: 02/06/2024

   
  
  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:01/29/2024

  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.

  I had *** come out to install equipment that I was told was completely free. Which it was, but while the tech was at my house he said that I qualified to get more equipment completely free with no extra fees or monthly charges. I said that is fine with me as long as I don't have to pay any more. Installation went well and he left. I was told I would only have to pay the monthly $55.00 dollars. They had me fill out ********* paperwork and told me it was just for the original part of the job that they aren't charging me for anything else. About one month later I got a bill from ********* **** for just under $4000.00. I called them inquiring about the charge and they said they are charging me for the 'extra equipment installed'. I told them that I was told I wouldn't be charged for the equipment being installed, and they said that's not the case. So I asked if I could get it all removed because I didn't want it if I had to pay that in the first place. They said no and wouldn't help me any further. A couple calls and a week later, I finally got a hold of a manager and had a sit down with him from Safe Haven. They got all the information and said they would see if they can get it straightend out in the next couple days. It's been 2 and a half weeks and everytime I call they say that they haven't heard anything. I just recently received another bill from ********* **** and don't know what to do. I would like them to just take back the equipment they are trying to charge me extra for and just continue with what they originally said I would get. I also want to get rid of the ********* account that they apparently signed me up for.

  

  Business Response

  Date: 01/31/2024

  Dear Better Business Bureau,
  
  Please accept this response 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. After further investigation, Safe Haven would like to take this opportunity to address the concerns within the complaint and the result of our findings.
  
  Accordingly, an installation management contacted the customer to review the details of the installation and steps taken to maintain transparency throughout the entire process. During the visit, the customer reviewed the emails he received the day of the installation and confirmed receiving the emails reflecting the ********* transaction. The customer acknowledged approving the additional purchase, the equipment evaluation sheets, and his signatures authorizing the purchase further undercutting the allegations made within the complaint.
  
  It is important to note Safe Haven provides all customers with a customary rescission period that allows them to review the details of the alarm services contract and any additional paperwork authorized during the installation. During this time, if a customer does not agree with the terms, would like to return equipment, or chooses not to move forward in any capacity, they may choose to enforce their right of rescission. Safe Haven does not intrude on this right or prevent the customer from enforcing it, as it simply requires the customer to sign and date the Notice of -Cancellation document opting to exercise a penalty-free cancellation.
  
  At this time, Safe Haven is unable to allow a billing adjustment or the return of the additional equipment purchase. The customer did not send in a Notice of-Cancellation form or dispute the ********* charges within the allotted time frame to enforce the associated rescission rights. We acknowledge that our decision may be unfavorable, but we are upholding the terms and conditions the customer signed. If the customer has any additional questions he may contact Safe Haven customer service Monday through Friday, 8 AM to 7 PM central time at 844-413-1920.  
  
  
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 01/31/2024

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

  Unfortunately I had not originally been told about either the extra fee of 4000 dollars or the cancellation time period at time of signing. I was told that the 4000 on the paperwork I was signing was not going to be charged to me. This is both unacceptable and a terrible way to run a business. Not only is it also scamming customers. I would like them to take those actions into account and review my case again because this is not something that I consented to. 
  

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

  

  Business Response

  Date: 02/01/2024

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection. We acknowledge the customer’s dissatisfaction regarding the previous response, but Safe Haven is disappointed the customer is failing to acknowledge his previous remarks when discussing the events that transpired during the installation.
  
  It is the customer’s responsibility to review the terms and conditions within the documents signed that outline the details which his complaint consists of. Safe Haven will continue upholding the ********* terms and conditions the customer authenticated understanding through his physical signature. At this time, our decision remains the same, and we are unable to waive the ********* balance. We appreciate your time and thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/02/2024

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

  I am acknowledging that I signed that and reviewed it. What I am disappointed about on your businesses part is that your installer specifically told me that I would NOT be paying any of that 4000 dollars and in my eyes and many others that is called scamming a customer out of there money and I am very saddened by your lack of customer service.
  

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