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’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. 

• 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:02/16/2024

  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.

  We had someone come door to door selling adt products and as a woman who is alone with her child most of the day it sounded great. We had a tech come out and we also purchased the thermostat from them. Per company policy they can not install the thermostats for liability. Well the tech showed up a little after 6 and me and my fiancé were home as witness and stated he is not suppose to install the thermostat but he has a date with his girlfriend at 6:30 so we was gonna be late so he would install it but we needed to keep it a secret. Well it kept throwing fuses in our furnace and we thought it was because it was an old furnace. Well when the template dropped our heat wouldn't work and it was 40 degrees outside. Well we called adt and they stated they couldn't get someone out till 24-48 hours later and we have a child who at the time was 7 months old and is dangerous for her to be in those temps for prolonged periods of time. For two days we had to send her to my parents and live without heat till we called an outside tech in our house and paid 117$ for him to say the thermostat was installed incorrectly. We called adt and stated they would do nothing since their tech said he didn't install it. Even with a witness to him installing it. We went back and fourth for 3 weeks until I called adt cooperate on October 24th 2023 and I spoke with another on a recorded line and he stated he would cancel the contract with no early termination fee which is 75% of the contract remaining. We have heard nothing from them since October until February 14th 2024 they called stating we ow them almost 1500$ for the early termination. They will not provide me with the recording from October 24th to give to safe haven and get the money removed but they stated they still do have the call from October 24th. They will not remove it without the recording and are not trying to send us to collections on the 17th.

  

  Business Response

  Date: 02/16/2024

  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 seriously, and as a result, we have thoroughly investigated this matter and would like to take this opportunity to address the customer’s concerns.
  
  Based on our investigation, it seems like the complaint may need to be redirected towards ADT corporate. Safe Haven has contacted ADT on behalf of the customer, and we have actively tried to assist the customer with resolution assistance, but at this time Safe Haven has been unable to locate any evidence to support the details listed within the complaint. We value customer satisfaction and at this time we kindly encourage the customer to contact ADT to provide further assistance with their dispute. Safe Haven does not have authorization over billing adjustments and per the contract, if the customer would like to terminate the services early, they would be subject to the associated cost.
  Thank you for your time and consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/17/2024

  Complaint: ********
   
  
  I am rejecting this response because: you are refusing to acknowledge your part in this Tom foolery. You are choosing to ignore where I went without heat for two days thanks to you with a 7 month old child. You are refusing to acknowledge the fact that from October to February we heard nothing about owing any sort of money and now we are being sent to collections as of the 17th when you did not reach out until the 14th at 6 pm. So yes I will also make a complain about adt on here separately but this is intertwined between both  companies. Please acknowledge your part in this. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 02/20/2024

  Dear Better Business Bureau,
  
  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection response. We are disappointed that our efforts to assist the customer with resolution assistance have been found unsatisfactory, however, Safe Haven has been explicit in maintaining the conversations the customer has referenced were with ADT, not Safe Haven. We acknowledge the circumstances the customer experienced and in efforts to help provide a desirable resolution for the customer, Safe Haven has actively communicated with the customer and ADT. On 2/20/2024, Safe Haven received confirmation from ADT that they did provide the customer with misinformation when advising her that she would be released from the service agreement penalty-free.
  
  In conclusion, Safe Haven does not have authorization over monthly billing and as a result from our findings, ADT has terminated the alarm monitoring services and issued a reversal of early termination fees back to Safe Haven. The customer's alarm monitoring services have been terminated without any additional penalties owed. We acknowledged the customer’s concerns and communicated with the customer prior to the 17th of our efforts in contacting ADT to honor the information ADT discussed with the customer directly. The customer advised Safe haven she had spoken with legal representation and the Attorney General and any further correspondence to be communicated through those entities.

  At this time, there are no further actions for Safe Haven to take. We kindly request the complaint be removed as we did not contribute to the misinformation provided by ADT or find any evidence to support the allegations listed against the installation technician. Safe Haven is not an HVAC certified company and our technicians do not install those devices. Based on our records of the device, the thermostat itself was not enrolled into the system until 7/4 and out technician was not in the field that day due to the holiday. We kindly encourage the Better Business Bureau to close this complaint and instruct the customer to contact ADT to provide further assistance with their dispute should they need any.
  
  Thank you for your time and consideration.
  
  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:02/07/2024

  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.

  A representative came to the house to sell an ADT system, we agreed to have the system installed. The tech that came and sold us the system and installed the system did not inform us that we were not working directly with ADT, he did not tell us that service calls to fix the system were an extra charge and would be handled by Safe haven. We were told that we were signing up for a 1yr contract the contract is actually 3yrs. We updated our internet router and all of the cameras went offline and we were unable to reset from the phone, my husband had to go outside and reset the front camera. We called ADT to have the system serviced because in the Chicago winter we can't climb to the top of the back porch and garage and reset cameras and we were informed that ADT only did the monitoring and we should call Safe Haven, when we called Safe Haven and asked for service to reset nad move the cameras we were informed that service calls were $98, and some locations wo't move a camera. I said so everytime my camera goes offline I have to pay you to come out and reset it the rep said yes or you can do it yourself. We were not told this in the beginning, we were told that everything could be completed from the app and service calls were free if there was a problem with the system. We have three cameras that we financed only one is working and the one that is working only gives us a partial view an Safe haven won't assist us with out us paying more money . We currently have a $2000 system that we can't use in the way that we thought we would be able to in addition to having a three year contract on this system which is another $2500. We were misinformed on some things and underinformed on others and now we are stuck with almost $5000 worth of debt and basically no home security.

  

  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 the customer’s experience. Our goal is to provide excellent customer service, and we are committed to addressing that issues that may arise to jeopardize that.
  
  After reviewing the account, it is important to note this account was established in 2019. We acknowledge the customer’s concerns; however, we were unable to locate any evidence to support the allegations listed throughout the complaint. The account does not reflect any notes outside the installation and when reviewing ADT’s notes, they reflected the customer transferred her services directly with ADT in February 2021, further undercutting the allegations listed within the complaint.
  
  At this time, we don’t believe there is any further actions for us to take as the customer's continued services directly with ADT. Safe Haven wants to assure the Better Business Bureau that we have investigated this matter thoroughly and believe it may need to be redirected to ADT to further assist the customer with their concerns. We thank the customer for their patience and understanding.
  
  Thank you for your consideration.
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 02/09/2024

  I spoke with ADT several times and voiced my concerns, I also contacted Safe Haven and was told of the fees for them to come out, I did cancel my service after being notified of the fees. The customer  should not be required to pay for service calls to fix your malfunctioning equiptment. I have adequate internet, my cameras went offline when we had bad weather in Chicago and never came back online. It is not safe for customers to climb on top of houses or garages in a Chicago winter. Everything that was signed with Safe Haven was done Via telephone, if you have a recording of the phone call please provide this. 

  

  Business Response

  Date: 02/12/2024

  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 about the terms and conditions of the Alarm Services Contract, they did give their authorization regarding the associated cost for service appointments. It is important to note, “WARRANTY EXCLUSIONS” specifically includes, “: (A) damage resulting from accidents, theft, Acts of God, natural disasters, labor disputes, war, terrorism, civil strife, electrical surge, alterations or misuse;”.(see page 7, paragraph 11)
  
  Additionally, the contract is signed during the installation and is authenticated through the designated email address on file. Time stamp and date analytics are reflected within the contract to confirm IP Address location which further undercut the customer’s additional remarks in which the contract was signed over the phone.
  
  At this time, our decision remains the same. The accounting is pending cancellation and will be subject to the early termination fees. We appreciate your time. Thank you for your consideration.
  
  Sincerely
  Safe Haven Security Services, LLC

• 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