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:09/28/2023

  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 purchased a new home through ** ****** on 08/19/2023. The home would be equipped to be a smart home free of charge for years by the builder.
  Before closing on the beginning of august Safe Haven contacted us and said they were in charge of the installation, they said in order to receive the free smart features we would need to pay for their security system, since we truly wanted our home smart, we agreed.
  However, on closing day we were told that service was not mandatory so the day of the installation on 08/21 we indicated to the installer that we did not want to get any service only what came with the home. He was extremely adamant and insisted for hours and we kept declining. He made us sign paperwork supposedly related to the installation alone. We kept indicating that we did not want any service and he said we would not be monthly charged for anything.
  Less than a week later I received an email saying my card was going to be charged for a second time on 09/22 and that my card was on auto pay, which we never agreed to do.
  I contacted the company and told them I specifically and repeatedly indicated I did not want any service and they said their cancellation policy was for only 3 days.
  I received different emails the day of the installation and none of them said anything about my card being charged that same day (not after their trial period) but did receive one once that type passed. I trusted in the word of their installation that he did what I told him to, and not to sign us up for any service I didn’t know about this until days after I could do something about it.
  If you read their reviews, they have hundreds of 5-star reviews from new users coming out each day, covering actual reviews made by people that feel unsatisfied with their deceiving practices that only want a solution.
  We want to terminate that contract that we never agreed to without having to pay any termination fee that we did not sign up for.

  

  Business Response

  Date: 09/28/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******** ******. Safe Haven believes in providing our customers the freedom to make decisions that align within the terms of the agreement and strive to provide an excellent customer experience. Based on the concerns listed within the complaint it would seem we have fallen short of our own expectations, and we would like to extend our apologies for any and all frustrations the customer has endured throughout this matter.
  
  First and foremost, we make an effort to maintain transparency and ensure that our customers fully understand the terms and conditions of any agreement they enter into with Safe Haven. Safe Haven utilizes 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  to the customer for their review at the designated email address provided.
  
  Additionally, the customer conducted a compliance recording that acknowledged her understanding of the services, the terms, and whether she was opting to obtain the services during the installation or solely the smart home features. The customer confirmed wanting to acquire the security services and provided all the necessary information to Safe Haven to process her request. Please note, if the customer had not intended to activate security services, Safe Haven would not have collected any billing information. If the customer’s sole intent was to only activate the smart home features, the customer would not have been asked for billing information, nor would there have been an opportunity for her to provide it for any other reason.
  
  Secondly, Safe Haven understands the importance of allowing customers to review the contract terms in detail. Therefore, Safe Haven provides a customary rescission period outlined within the Alarm Services Contract that permits the customer to thoroughly review the agreement and make an informed decision to move forward. As mentioned above, the customer is provided a copy of the Alarm Services Contract the moment it is signed. In the event the customer did not want to move forward with security services, she had every right to enforce her Notice of Cancellation document during the rescission period, but didn't.
  
  Furthermore, the Alarm Services Contract was signed on August 21, 2023. Safe Haven did not receive any dispute to the contract or the security services until two weeks later (September 4, 2023). Within 48-hours of the installation, the customer had possession of an Alarm Services Contract and had been assessed charges from ADT for the monthly monitoring. The customer would have been well aware within the rescission period that security services were installed and would have had an ample amount of time to enforce her rescission period which further contradicts the customer's allegations.
  
  At this time, Safe Haven have is unable to issue a penalty-free release to the customer. Safe Haven provided all the necessary information indicating security services were installed and received the customer’s authorization to do so. The customer failed to cancel within the rescission period, and as a result, she would be subject to the early termination fees if she wanted to terminate the services. Safe Haven understands our decision may be unfavorable to the customer, but we are upholding the terms and conditions the customer authorized. If the customer would like to move forward with her cancellation request, we kindly encourage her to contact Safe Haven to make the necessary arrangements for early termination fees.
  
  Thank you for your consideration.
  
  
  Sincerely,
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/28/2023

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

  1. Please provide to the BBB the recordings of *** *********** ****** and myself when he first approached us to make an initial appointment to make the installation of the smart home, where you will notice the wording used by said person and indicating when I asked if the service was not included with the builder that we needed to pay a $50 monthly fee in order to obtain the benefits that came with the home to make it smart, to which we agreed otherwise we felt (without knowledge) that otherwise all the offered features by ** ****** in terms of making the home smart, would not be included. Please do show as proof the deceiving part of his script to make new owners fall for this trap.

  2. After speaking with the builder representative and our realtor we were told that acquiring this service WAS NOT mandatory and could be declined. I can also provide voice messages regarding this subject where the builder representative explained to me that it was not included nor mandatory to have that service. 

  3. The day of the installation on 08/21 we told *** ***** after numerous tries from his part for us to buy the security system offered by Safe Haven which exceeded over $3,000 and to which we never agreed that were not interested in purchasing security equipment nor have a monthly payment fee for security services that we -by then- understood were not mandatory. To which he even suggested to skip it since and I quote “we only had a door and a sliding door to protect and it was not worth it”. Please also provide phone recording when I explained this to *** ****** and he apologized on behalf of the installer for suggesting not taking the service. Additionally *** ***** was so adamant during hours that he even tried to trick us into applying for a credit card for us to buy his equipments, something we never agreed to do and you can refer to the phone recordings as well for this. We are attaching a screenshot of the email that he made us open in our phone and fill out the information including my SSN for me to apply saying it was a “requirement” from Safe Haven to fill out that information. When I saw the word “APR” and the fact they were asking for my SSN I automatically told him we were not interested in applying for a credit card in order to buy his equipment that we never showed any interested for. Please see the attached file for this.

  4. *** ***** made us sign documents indicating they were about installation and installation alone, before signing we indicated him that we did not want any service nor a ”$500 voucher” that they were offering us if we paid a one time fee of $100 to purchase their equipments. I even indicated that part of the documents I was signing said that I was ok with giving them $100 for said voucher and I mentioned this to him to which he said it was just protocol and that it was ok for me to sign and that I did not have to pay those $100. 
  

  5. If we never paid anything additional other than what came with the home, why exactly would we decide -once we understood it was not mandatory- to purchase a service and a voucher that we did not need?

  6. ADT, which is the company they represent, offer between 3 to 6 months in case a customer decides to cancel for any reason in particular. How come this company, which only represents ADT only offer a 3 day period that was never mentioned to us until we indicated about the charge on our credit card? Which by the way, happened less than 2 week after, they were about 5 business day between the installation and the first phone call made once we received an email indicating a charge that was going to be made to my card automatically on September.

  7. I will provide proof of emails received before and after august 21st including different ones on the day of the installation none of which indicated something within the lines of “we received your first $50 payment” because if that would have been the case I would have contacted the company that very same day.

  8. This is a repetitive pattern with this company, they are preying on new buyers offering services that go beyond the ones covered by the builder they work with, only to make us pay for something we do not need nor want. See all the negative reviews they have on Google indicating things very, very similar to the ones we are right now and that they are trying to cover by hundreds of fake 5 star reviews of new users.

  They are scammers that will do everything within their power to make you pay for their services even when you don’t need them, and will hide as much information as possible from you, so people start paying for their services and by the time they notice this it will be too late.

   

  I am willing to provide each corresponde, voice mail, text message, e-mail related to this subject to permit the most transparency for the BBB to determine a resolution of this case. I hope Safe Haven is willing to do the same.

  I will fight to the end against this company and their shady practices and  to leave this contract that I was very specific  on august 21st that I did not want. 

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

  

  Business Response

  Date: 10/04/2023

  Dear Better Business Bureau,
  
  After a thorough review of this matter, we stand by our original decision. All the necessary documents were provided, including the Alarm Services Contract that we detailed in our previous correspondence. The Alarm Services Contract reflects the terms and conditions authorized, including the Notice of Cancellation document. The customer failed to produce the Notice of Cancellation within the allotted time frame in order to qualify for a penalty-free cancellation. Although our decision is not what the customer has preferred, no additional action is warranted. We regret we are unable to fulfill the customer's expectations in this instance, but welcome the customer to contact our builder concierge team to process their cancellation request with associated fees.
  
  Thank you again for contacting us.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 10/22/2023

  Hello,

  I’m not sure why this case was closed, I’m attaching copy of the emails received where you can see nowhere it says I had to pay a monthly fee that I declined to until September 2nd where they said my card was going to be billed again later that month. 

  Nowhere it says that it started a service, they purposely send a new email saying you card was going to be charged after their 3 day period, so you cannot longer cancel their service. Which by the way, ADT refund period is between 1 to 3 months, theirs is apparently 3 days which is absurd considering they represent ADT and only work with them for security systems. 
  
  Additionally I never requested to be signed for auto pay, you can see the emails from August 4 when I confirmed an appointment for installation to after and none of them says you enrolled on auto pay.

  They calculate each one of their moves, you can verify their real reviews of their company -because they do have fake reviews that post every single minute - you will notice that a lot of people complaint about the same situation.
  

  They delay responding so it’s clearly late for you to do something about it.

  I would highly appreciate your help in this matter, we do not want our money back, we just want them to cancel that contract so we don’t have to keep paying for their service for 3 years when we never wanted it in the first place.

   

• Initial Complaint

  Date:09/26/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been having issues with my security system ADT installed on 05/02/23. I've had 2 service calls for the same issue and I'm still currently having issues. My video doorbell is not working and my door lock is still malfunctioning. I contacted ADT 07/01/23 to request a refund of my last payment in the amount of $733.41. The agreement was 3 payments in that amount. They refused and I disputed with my bank and the money was credited back to my account. I received an email on 08/24/23 ---We are reaching out to you regarding your invoice for your equipment purchased from Safe Haven Security. There is a past due balance in the amount of $753.43 on your account. Per your signed payment authorization form the balance of this invoice was to be paid in full by 07/02/2023. Please reach out to Safe Haven Security as soon as possible to resolve the past due balance. Any unpaid balance from your payment agreement may be subject to collections. --The amount was paid however I did dispute it with my bank as I stated above. I refuse to pay the amount because I paid in total $2220.25 for equipment that is NOT working. I have told them they can refund me my money and I will return the equipment and go with someone else for my home security needs. They refuse to let me out my contract considering I've been having issues since it was installed and I've only had their services for 3 months. I would like a refund and end my contract.

  

  Business Response

  Date: 09/26/2023

  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.

  Customer Answer

  Date: 10/01/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because I've attached several notifications where my door is malfunctioning and not locking(I've got all the emails regarding this issue.) I know that ADT get these notifications as well. My doorbell still is not working and I've attached an email reaching out to safe haven regarding the issue that was back in August. My keypad door lock is showing a low battery which is the second time and I've only had this system for about 5 months now. I should not be having this amount of issues for a new product. When the technician came out in June he had to fix the doorbell. I'm all for reaching out with issues to get them resolved but not when I'm having the same issues. So considering I've paid for this equipment ADT can cancel my contract and I will gladly go with someone else!!!
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 10/04/2023

  Dear Better Business Bureau,
  
  Safe Haven takes the customer’s allegations  seriously, and as a result, has thoroughly investigated this matter. After a thorough review, we stand by our original decision. Should the customer have any additional servicing concerns, she may contact Safe Haven to schedule a service appointment to evaluate the system. Although our decision is not what the customer has preferred, no additional action is warranted. We regret we are unable to fulfill the customer's expectations in this instance.
  
  Thank you again for contacting us.
  
  
  Sincerely,
  
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased security system through *** with monitoring service and have been paying monthly. Security system now has been getting error messages and I called on several occasions to report, but no one has came to fix faulty equipment.***, I recently learned, subcontract my business to another security company which I did not have knowledge of, and if they are monitoring system then why have they not responded to fix problems. I will not continue to pay for security I am not receiving.

  

  Business Response

  Date: 09/21/2023

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  SAFE HAVEN SECURITY
  520 E 19th Ave
  North Kansas City, MO 64116
  ***** ********
  Please
  forward this on to the correct company.

  

  Business Response

  Date: 09/22/2023

  Dear
  Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint issued by *** ****. We sincerely apologize for any
  inconvenience she has experienced and deeply regret any frustration she has
  endured. Safe Haven would like to take the opportunity to address the customer’s
  concerns.

  After
  thorough review of the account, Safe Haven installed the alarm monitoring
  service in September 2022. Following the installation, Safe Haven has not had
  any communication with the customer until August 1, 2023. When Safe Haven spoke
  with *** ****, an attempt to offer a service appointment to help provide
  resolution to her system concerns was made, but the customer declined due to
  servicing fees.

  Unfortunately,
  Safe Haven is unable to provide the customer a penalty-free release. We kindly request
  the customer to contact Safe haven at her earliest convenience to schedule a
  service appointment with the associated service fees. Should *** **** wish to
  forego servicing, and decide to terminate the Alarm Services Contract, she
  would be subject to the early termination fees.
  
  We
  appreciate your time and thank you for your consideration.
  
  
  Sincerely,
  Safe
  Haven Security Services, LLC

• Initial Complaint

  Date:08/23/2023

  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.

  In August 2022, I signed up for *** security with Safe Haven from a door-to-door salesman. After completing the contract and installation, services with the company have been great, except a technician never came back to finish installing the remaining camera. In May 2023, I missed a payment due to a change in my credit card for autopay on file. I paid two payments of $63.99 each via their portal and invoice system from an email. I also made a payment on August 13 for another $63.99. I received a notice on August 10 that my account would be cancelled if payment was not received by August 14. Although I made a payment before the deadline, they decided to cancel my service and charge me the full amount described in the cancellation policy. The error seems to be that I clicked on the wrong invoice when paying through their portal system. It would seem that I should only be possibly behind one payment, but they declare that because I did not click on the correct portal link that would pay the May payment, I am canceled. This seems like a very odd system that when someone makes a payment to the company, the company receives it, but it is not accurately credited to a certain invoice, and then someone is canceled. The issue is not payment received but user error in not clicking the correct invoice through their portal.
  This business practice is unfair. Most businesses will credit your account and show you any balance due after making any payment. The balance due is a running tally of an amount, not a list of boxes you did not check when making a payment.
  After speaking with one of their collection agents from Safe Haven, who was sympathetic, I did not receive any favorable actions toward not canceling the policy.
  I request that Safe Haven honor the payments that have been paid and not penalize me for not applying my money to their finicky system.

  

  Business Response

  Date: 08/31/2023

  Dear Better Business Bureau,
  
  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 Safe Haven. After reviewing the customer's complaint, we would like to clarify any confusion regarding any billing concerns.
  
  Mr. Valladares was provided individual invoices that corresponded to the months each was to be paid for. Safe Haven sent emails, letters, and made calls attempts outlining the outstanding invoice to be paid, and the final date for the amount to be paid in full before termination. Unfortunately, when Mr. Valladares paid all current invoices instead of bringing the lease current invoice (May) current, it reflected an invoice being more than 90 days delinquent, which caused the account to default.
  
  As a courtesy, Safe Haven has spoken with Mr. Valladares and explained each bill must be paid within the designated month it is issued if he is not set up on automatic billing. Safe Haven has offered to reinstate the account under the condition *** ********** brought the past due balance current, and retract any additional complaint submissions issued that he has referenced to Safe Haven directly.
  
  In an effort to provide excellent customer service, Safe Haven has scheduled a service appointment to reinstate the account beginning on September 5,2023. At that time, *** ********** has been advised should he want to pay additional amounts in advance, our Accounts Receivable team will be setting up the payment method on file for automatic-payments, and contacting him to collect additional payments he would like to make. We thank the customer for reaching out and allowing Safe Haven to provide him with a satisfactory resolution.
  
  Thank you for your consideration.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ****** **********

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home security service and parts through Safe Haven who assured me that this was an *** service and that one year after contract start, the contract would be transferred over to *** and that replacement parts would be sent by *** themselves. What they failed to mention was that *** does not officially use the same parts officially, and therefore do not stock batteries or other replacement items. Since I am no longer under Safe Haven I cannot ask them to send replacement batteries. I am being charged for *** services on a product that *** cannot back and therefore I have no security coverage during the time there is no power to my device. I would like a refund on the months I did not have coverage and to cancel my remaining contract. Either that or replace it with an *** accredited item.

  

  Business Response

  Date: 08/23/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the customer’s complaint. We understand the customer has some concerns regarding alarm services and the equipment, but it seems that there may be some confusion regarding the appropriate company to address the customer’s complaint. The 36-month agreement was established in September 2021 and Safe Haven has not had any communication with the customer since June 2022.
  
  Based on the information detailed in the complaint, Safe Haven does not have any records supporting the allegations listed within the complaint pertaining to replacement parts or batteries. The customer can find disclosures regarding battery replacement under the responsibility of the customer on page 7 under “WARRANTY EXCLUSIONS”, and page 8 under “BATTERY-POWERED WIRELESS DEVICES”. Both terms explicitly advised the customer is their sole responsibility to replace batteries.
   
  Unfortunately, due to the amount of time that has occurred since Safe Haven’s last interaction with the customer, it would suggest the customer’s concerns have been inaccurately directed towards Safe Haven. As such, we would kindly request that the complaint be redirected towards *** corporate to address the details pertaining to the recent battery concerns and billing credits the customer has expressed. We appreciate your time and thank you for your consideration.

   

  Sincerely,
  Safe
  Haven Security Services, LLC

• Initial Complaint

  Date:08/16/2023

  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.

  Safe Haven came to my home and installed my ordered equipment in November of 2022. While testing the equipment out, the CO monitor upstairs would not stop alarming. The technician removed the device and said he did not have another to replace it. He would have someone else come out and install the device at a later date. We are going on 10 months without this device now. Since, I have contacted *** and Safe Haven many times (10+). *** responded to tell me that my contract was through an independent company called Safe Haven and gave me a link to contact them. Safe Haven has given zero responses. Their finance team has had no problem contacting me multiple times about non-payment though. Why would I continue paying for the service when I have not been given all of my paid for devices? I have not activated this system since month one due to this issue. Even then, it was only activated once or twice. I either want my money back and these devices removed or I want my device installed and the slate wiped clean. Despite having a great product and friendly installers, I would not recommend this company to anyone secondary to the poor customer service. Once I signed on the line, customer service seemed nonexistent.

  

  Business Response

  Date: 08/25/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by *** *****. We sincerely apologize for any inconvenience caused over this matter. We deeply regret any frustration this may have caused the customer, as we strive for an excellent customer experience and failed to so for this customer. However, based on a thorough review of the accounts records, Safe Haven has been unable to locate any records to support the allegations in reference to any missing/ owed equipment, or any records of call attempts notifying Safe Haven of his concerns prior to the Better Business Bureau complaint.
  Nevertheless, in an effort to provide resolution to this matter, Safe Haven will adjust the balance of the early termination fee due. (Which *** ****** is obligated to pay under Section 2 of the Alarm Services Contract).  In efforts to repair the relationship, Safe Haven has adjusted the early termination fee in the amount equivalent to the value of a carbon monoxide detector ($219). Safe Haven values customer satisfaction, and we understand our decision may be unfavorable, but the account termination stands. *** ****** was contacted on several occasions regarding the delinquent balance and did not provide any return communication, or notify Safe Haven of any equipment concerns. Safe Haven is unable to reactivate services, as *** ****** was capable of utilizing the monitoring services that were being provided by ADT.
  
  We kindly invite the customer to contact us at their earliest convenience to settle the account balance before it is forwarded to collections. Once again, we appreciate the customer's patience and understanding through this process and thank them for their time.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/03/2023

  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.

  Safe Haven Salesman presented incorrect/disingenuous information regarding the following:
  
  - Repeatedly stated that a Discount of " at least" 15% would apply to my Home owners insurance. I could even expect a refund check on the amount already paid in escrow. Salesman actually calculated the savings on calculator and stated the first 6 months of the cost of ADT coverage would be paid for by the discount. This was incorrect by a wide margin. The "discount" was less than 1% of the cost of insurance. A far cry from hundres promised by Safe Haven salesman. Salesman presented a digital photo of the discount percentage on his mobile device as if this was fact. This was false.
  
  -Salesman presented as if he was sent by my Homeowners Insurance provider. After speaking with my insurer, this was false.
  
  -When I asked to have 48 hours to consider this install, salesman stated that for liability reasons the install needed to happen now. This was false, as this salesman was not actually a representative of my homeowners insurer.
  
  When these concerns were brought to the Safe Haven Customer Service line, the representative had no concern for this and stated that the considerable ( over $1,200 USD) cancellation fee could not be waved at all. I was given no options to escalate the issue and the phone staff seemed determined to stonewall a paying customer with legitmate concerns.
  
  Safe Haven seems to promote and protect predatory sales tactics. I simply wish to cancel my service without a $1,200 charge, now that recognize the dishonesty.

  

  Business Response

  Date: 08/04/2023

  Dear Better Business Bureau,
  
  Thank you for bringing the customer's concerns to our attention. We understand the customer's concerns regarding information allegedly provided by their sales representative, and would like to assure the Better Business Bureau that our company takes the details of this complaint seriously. Safe Haven Security Services, LLC (Safe Haven) will be investigating this matter internally, and will make every effort to acknowledge and address the customer’s concerns.
  

  Safe Haven
  understands the importance of allowing customers to review the contract terms
  in detail, therefore, we provide a customary rescission period outlined within
  the service agreement. Please note that.Safe Haven provides a three-day right of rescission period for all customers, as outlined within the Notice of Cancellation document included with the contract
  documents. The Notice of Cancellation document provides detailed instructions for a customer to
  exercise their right to cancel penalty-free if chosen. In the event the customer does not agree to the terms written within the bounds of the agreement, it is at their discretion to utilize their rescission period within explicit time frame alotted.
  
  In efforts to investigate this matter thoroughly, Safe Haven kindly ask the customer to allow us additional time to investigate this complaint internally. Once we have concluded our investigation, Safe Haven will reach out to the customer by August 11, 2023. We apologize for any inconvenience caused and appreciate your understanding in this matter.
  
  Sincerely,
  
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:07/11/2023

  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.

  I bought ADT 9 mos. ago from Safe Haven. I did have an issue with install but they corrected at no charge. My issue started 3 weeks ago when the alarm bypasses the front door. I have an adult autistic child whom I bought this for so I could make sure he was safe while I was at work. I called ADT monitoring and they walked me through the issue but it did not work. I had to call Safe Haven. Safe Haven was very rude. I asked to speak to manager as the women I talked too kept over speaking me and yelled at me because I know this normal business protocol. She refused to transfer me and said I was the rude one and hung up. I called ADT monitoring again and they said they would comp me the 59 and just call Safe Haven to set it up. I called back today and talked to someone named ******* (don’t know if that is her real name because she would not provide her last name). She also would not transfer me to management stating that is their policy. Called back ADT again today and asked them if they could send someone out to fix the problem because I did not feel safe letting anyone from Safe Haven in my home if it is okay to yell at customers and not provide them access to management. Problem is still not fixed and I don’t want to continue to pay 2 more years on my contract for something that does not work.

  

  Business Response

  Date: 07/14/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ***** *****. 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 assigned the customer service manager to this case. 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. 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.
  
  **********
  ******** ******
  **** ***** ******** ********* ***

  Customer Answer

  Date: 07/15/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** *****

• Initial Complaint

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was contacted by **** ******** shortly after moving into my new house about purchasing ADT. I agreed on the phone to a service member coming by to do an installation. Right after the call I did some research on the company and found some horror stories, which were clearly prescient, of experiences with the company. I then proceeded to immediately text him, with an excuse of my fridge being broken (since that did indeed happen that day) saying that I want my appointment canceled. He did not respond to my text. I then proceeded to call him multiple times but he did not return my call. I then called the ************ line to cancel the appointment and was told his manager would speak to me but that never happened.
  
  I then sent the email attached below. Someone did end up reaching out to me and told me that the appointment was already canceled, even though no one confirmed that with me. Just now I noticed on 7/4/23 that I had a charge of $99 from ADT SAFE HAVEN SECURITY even though I attempted numerous times to cancel the appointment and indeed was told that it was canceled.
  
  Not a single person from ADT ever entered my house, and I did not speak to anyone in person from ADT. I would be prepared to take the stand saying that. I'm already dealing with enough bills right now as a new homeowner that I do not want to deal with getting robbed in such a transparent way.

  

  Business Response

  Date: 07/12/2023

  Dear
  Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by ****** ********. We sincerely apologize for
  the inconvenience cause by the automated billing error that occurred prior to
  the customer’s cancellation of the installation. We deeply regret any
  frustration this may have cause the customer, as we strive for an excellent
  customer experience.

  Prior to
  receiving the complaint through the Better Business Bureau, Safe Haven was
  provided notice from the customer on July 4, 2023, through email of the billing
  that was processed in error. We understand this was an oversight on our part,
  and we take full responsibility for that error. Please be assured that Safe
  Haven took immediate steps to rectify this situation.

  Safe Haven
  is pleased to inform the Better Business Bureau that a refund was generated on
  July 5, 2023, and credited back to the original payment method utilized. Safe
  Haven would like to issue additional apologies for any delay in processing the
  refund. We value customer satisfaction, and we want to ensure that all the
  concerns have been addressed. We kindly invite the customer to contact us at
  their earliest convenience should they have any further questions or concerns.
  Furthermore, we appreciate the customer's patience and understanding through this process
  and thank them for their time.

• Initial Complaint

  Date:06/28/2023

  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.

  On 6/5/2023, a technician sent from SafeHaven Security entered my home and installed a home monitoring panel in my wall, and I was charged $61.31. On 6/7/2023 I took advantage of their cancellation policy that allows customers to cancel service without penalty for the first three days of service. On 6/15/2023, another technician came to my house to remove all equipment. When he removed the panel from my wall, I noticed a large hole that the previous technician had made to mount the panel. I was advised by the removal technician that SafeHaven has technicians that can patch holes. I called SafeHaven on 6/28/2023 to ask them to fix the damage their technician had done to my house. The manager, who said his name was Paul, claimed that since I am no longer a customer, any damage that their technicians have done is on me to fix. The hole in my wall was done without my knowledge or consent. Attached is my contract with SafeHaven and ADT, along with pictures of the hole their technician made.

  

  Business Response

  Date: 07/05/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******* *******. Safe Haven Security 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 all frustrations the consumer has expressed, and we would like the opportunity to address the concerns raised by the customer to provide clarification on this matter.

  As stated in the complaint, the damages in question were made in order for the customer to obtain the services initially sought out. In efforts to honor the customer’s cancellation request, when equipment was removed from the residence, holes created to initiate the services were left during the removal process. Safe Haven followed the designated rescission guidelines outlined in the agreement similarly to the terms detailed in section 8 (“INSTALLATION”), specifically subsections(C) and (H). Subsection C confirms the customer acknowledged, the installation would require drilling into various walls and other parts of their premises and  subsection (H) states the following, “Dealer, will not be liable for property damage…that may result from the installation services;”.

  According to the terms mentioned above, Safe Haven is not obligated to repair the damages in questions as those damages are a result from the installation that now appear due to the removal of the equipment. We have honored these terms above similarly to the terms outlined in Notice of Cancellation document, specifically used by the complainant. We understand that the customer may be dissatisfied with this outcome, but it is important to note that Safe Haven has acted in accordance with the agreed-upon terms and conditions. Furthermore, we regret any inconvenience this has caused the customer, but we firmly believe our actions have been in compliance with the terms of the agreement. Safe Haven appreciates your consideration and thanks you for your time.

  Customer Answer

  Date: 07/05/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********. It does say in the subsection that dealer will not be liable for any property damage they cause. Because of this I have no legal standing in this matter so i will accept it. However that is terrible that a large company would purposefully damage private property then write in their contract they are not responsible for damage they create.
  
  
  
  ********
  
  ******* *******