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:06/01/2023

  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 want out of the contract due to equipment performance. The motion detector hasn’t worked since installation. We waited another week for a technician to come. He has come twice in one day and still no solution. They told me that the contract states the technician can come out as many times as needed and this is not what I signed up for. This was installed on May 12 2023 and it hasn’t worked since installation. Now they are saying that they will send someone out as many times up until 90 days and then I will have to pay for service charges after that. I called ADT and spoke to ****** and he explained that they have no affiliation with safe haven and that they weren’t a good company and I should have done my research and went directly through ADT. I spoke with ******* *** ****** at safe haven. They said I would be responsible for the 75 percent of the contract if I cancel. This is poor business.

  

  Business Response

  Date: 06/02/2023

  Dear Better Business Bureau,

  Please accept this as Safe
  Haven Security Services, LLC’s (“Safe Haven”)formal response to the
  complaint made by Phillip Wilson. Safe Haven would like to extend our apologies
  for any and all frustrations the customer has endured throughout this matter
  and would like to acknowledge the customer’s concerns. Safe Haven strives for an
  excellent customer experience and in the event equipment issues arise, it is
  our responsibility to uphold the installation agreement and to ensure we exhaust
  all options necessary to provide a resolution.

  After further review, Safe Haven would like to note the customer’s first
  notice of any errors with the motion sensor was on June 1, 2023. Although the
  customer has referenced multiple service visits, none of the visits have been
  for equipment error, specifically for the motion sensor until recently. Safe Haven has
  arranged for a technician manager to visit the residence per the customer’s authorization
  on June 12,2023 to assess the state of the motion sensor and address the customer's concerns.

  At this time, Safe Haven is unable to permit a penalty-free
  cancellation or deem the system inoperable. The customer has been able to utilize the alarm monitoring
  services without any interruption of service signals and has not yet allowed Safe Haven to evaluate the state of the motion sensor. If the
  customer would like to move forward with their cancellation request without the alarm monitoring system being deemed inoperable, he would
  be subject to the contract terms. Thank you for your consideration.

  Customer Answer

  Date: 06/03/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  They are not being truthful about the amount of time the equipment has not been working properly. The technician had issues with equipment before he left installing it. We contacted him directly and he would not come back and said we would have to wait until another technician came the following week to bring a stand. That technician came twice in one day. They are sending a manage to see if they can get the equipment working, however it’s not working the way it is suppose to work and we need the motion sensor for when we are out of town. We don’t like the fact that the equipment hasn’t worked stance installation and if they aren’t able to get it working within 90 days they aren’t responsible for it. They can come out as many times as needed to get the equipment working?  That tells me the equipment is unreliable. If the manager can come out and getting the equipment working then we are fine, however I don’t trust the company when they lie about the amount of time the equipment hasn’t been working. They should communicate with their technicians better. 
  
  Regards,
  
  
  
  ******* ******

  

  Business Response

  Date: 06/14/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection submission. The customer’s initial complaint detailed the customer’s concerns regarding the equipment performance, the warranty period, contract terms and false remarks from an alleged ADT employee. Safe Haven has acknowledged the customer’s concerns regarding the performance of the motion sensor and have been in constant communication with the customer not only to service the motion, but ensure the customer is aware of how the motion sensor performs since June, 1st when Safe Haven customer support was advised of any concerns regarding the motion.

  Additionally, Safe Haven has not been untruthful about the function of the motion sensor. Safe Haven’s first service appointment designated for the function of the motion sensor was scheduled on 6/12/2023 with a technician manager. During the service visit, the technician noted he replaced the motion sensor, conducted performance test, and explained to the customer that the motion sensor requires at least five minutes without detecting movement after being triggered to do its job properly. In the event the customer attempts to set it off themselves, they have to allow the device to recalibrate before it will immediately trigger another alert. The customer confirmed they were satisfied with his explanation on 6/12/2023 and the tech advised he would schedule a follow-up call within 24-48 hours to check back on its performance.

  Furthermore, Safe Haven provides all of our customer’s the alarm monitoring services contract with a right of rescission to enforce. The contract details “IMPORTANT TERMS AND CONDITIONS” beginning on page 5 that outlines the service warranty, early termination, and additional documents designated for the rescission period. Safe Haven’s documented service visits regarding ordered equipment were in reference to a desk mount (“panel stand”) and did not pertain to any function of the device the customer has raised concerns with. In the event the motion sensor failed to perform when it was initially installed, the customer was well within their right to enforce a penalty-free cancellation by use of their “NOTICE OF CANCELLATION” form.

  In last, at no point during the designated time frame was the right of rescission enforced, nor was there any record of the motion sensor causing an interruption of the alarm monitoring signals. Safe Haven’s local technician manager has communicated with Mrs. ****** as recent as 6/13/2023 regarding troubleshooting and has an additional follow-up call with Mr. ****** today (6/14/2023). At this time, f the customer would like to move forward with their cancellation request without the alarm monitoring system being deemed inoperable, he would be subject to the contract terms. Safe Haven has provided supporting information reflecting the customer’s authorization of the contract terms that disclose the 90-day warranty period and the early termination fees. Safe Haven has honored the customer’s desired settlement of “no further contact by the business”, however, Safe Haven has been in constant communication with the customer anytime the customer has notified us of additional concerns and look forward to assisting the customer. Thank you for your time.

  Customer Answer

  Date: 06/19/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:
  I do not appreciate this business being dishonest about the issues we were having. The day the equipment was installed we made a call to the technician about the motion sensor not working properly because he was having issues before he left. We contacted him by phone and was told that since we had an appointment to get the ”panel stand” replaced the following week, he would check the sensor at that time. So the issue has been ongoing since the installation!  After the technician came with the new stand and tried two different sensors and they weren’t working, we contacted him and he said he wouldn’t be able to come back out that day. We were leaving for the beach the following morning. We called the customer service and tried to get them to send someone and they couldn’t. So yes, we felt like our home wasn’t protected while we were gone and since we were gone for 10 days we had to wait until the 12th to get someone out.  As far as being in constant communication, that has not happened either. The previous technicians obviously didn’t know how the motion sensor worked because it wasn’t until the supervisor came out, tried 3 different sensors and made his phones calls was it explained there was a “timing” issue with it. We were then suppose to get a call back the next day to check to make sure it was working properly and never got the call back until I, myself called the customer service line.
  

  However!  ****** ******** then called us, came here and explained in greater detail how the system should be working and what we needed to do. He also told us about different functions and we appreciate that  The system is now working and we just wanted the system to work properly  

  We wanted the system and now that’s it’s working properly, or we understand how to work it, that problem is solved  it doesn’t take away the fact that the company has continually lied about this issue.  The technicians aren’t passing on information or there is a gap somewhere else…or they are just an unhonest company

   

  so…not getting out of the contract and I’m fine with that because the system is working, but I will warn any and everyone I know about this company as far as integrity goes

   

  
  ********
  
  ******* ******

• Initial Complaint

  Date:05/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company installed a doorbell camera which had spotty coverage and after one month it stopped working. A technician came out and said the error message would disappear. However, its been a week and the video still doesn’t record. The technicians are telling me to call customer service but they never answer. Customer service has also not responded to my emails for weeks. I want a refund or prorated bill every time that doorbell stops working or replace it with another video camera

  

  Business Response

  Date: 05/26/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Monet Clark. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has endured throughout this matter. After reviewing the account, Safe Haven's customer service manager spoke with the customer on 5/23/2023. 

  During the conversation the customer requested to have her bill prorated and the panel replaced. Customer service offered to prorate the customer’s bill to the equivalent of the portion of the monthly monitoring rate designated for the home automation features ($5) in a check, but the customer declined. Safe Haven honored the customer’s service appointment request and scheduled an appointment for the customer to be completed on 5/24/2023. Safe Haven replaced the doorbell camera and confirmed the customer was satisfied with our resolution efforts.

  At this time, Safe Haven has not received any additional service request or notifications from the customer advising of additional concerns. Should the customer be experiencing any further services issues, we encourage her to contact us Monday through Friday, 8 AM- 7PM central time (this may vary due to upcoming holidays). **** ***** *** ** ******* ** ************ ** ** ***** ** ******************************** ***** *** *** **** **************

• Initial Complaint

  Date:05/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was renting from dr horton. They offer safe haven service for their homes. They came and set up service for what was free for the home. The tech informed us of the additional items that could be purchased along with the monthly security service. My wife informed them that we were only renting and that it didnt make sense. The tech then said, not a problem, when you move we will uninstall anything u have and will move it to the new house. If we cant move it, we will replace the equipment for free at the new house. I bought a new house from dr horton and safe haven called to set up service. They said they would absolutely not move anything and that they would offer $0 to account for what i had spent by being told i could move it. In a nutshell, the PERFECT bait and switch. Lied to and spent over $500 on equipment that will have to be left behind (the stuff wired and attached to the old house). There was 0 effort to make it right.

  

  Business Response

  Date: 05/26/2023

  
  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******* ***** in association with the account for Stephanie Mille. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has endured throughout this matter. After reviewing the original account, the alarm monitoring services were established at a rental property on December 9,2022. The customers purchased a home in May of 2023 and Safe Haven terminated the services at their rental property penalty-free.

  Following the termination of services at their original location, the customer contacted Safe Haven to install alarm monitoring services at their new residence on May 27,2023. During the time period the first residence established services, Safe Haven’s internal policies were updated. Unfortunately, the property was a rental and Safe Haven is not able to relocate equipment from one property to another any longer. A customer is well within their right to relocate their own equipment at their own discretion, but the terms within the contract are not bound by equipment relocation or transfers as the previous account was set up as a courtesy along with the penalty-free cancellation.

  Safe Haven has confirmed with the customer that they may remove equipment from their rental and bring to their new residence for our technician to install on May 27,2023. Through the sales promotions offered to the customer, a $500 equipment voucher is something a customer may receive. Safe Haven has sent a notice to our builder division to ensure the customer is contacted to address any additional concerns they have. We thank the customer for understanding the internal policies that change not listed within the contract terms and look forward to securing his new residence. Safe Haven encourages the customer to contact Safe Haven should they have any additional concerns. Safe Haven can be reached Monday through Friday, 8 AM- 7 PM central time.
  

  
  

• Initial Complaint

  Date:05/22/2023

  Type:Order 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 am purchasing a home with smart home capabilities. I received an email from a guy representing a company call safe haven. The home I am purchasing comes with smart devices to control the home for free with free installation. This company provides the install of these devices. The sales rep said they would come and install the devices and I could get the basic smart home package for 49.99 per month. Then he progressed to the next package of 59.99 per month which included monitoring and emergency notification with ADT services. He never revealed that there was a 3 year contract with ADT. He also said there would be a 129 install fee. The home builder ****** ***** pays for all that l. And I thought something didn’t sound right about his sales pitch. So I called the builder and found out the 49.99 package that he was trying to sell me is actually free for the first three years. As he was talking I researched the website for adt and he stated during his pricing pitch that these low rates are because I am buying a DR ****** home, and then I revealed that the rates he quoted anyone could get off the ADT site plus 100 prepaid gift card. He didn’t know much about the site and ADT offers but he is selling ADT services.

  

  Business Response

  Date: 05/25/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s
  (“Safe Haven”) formal response to the complaint made by the
  customer. Safe Haven sets a high standard for ourselves and are truly sorry to
  hear that this standard was not met in the customer’s experience with us. Safe
  Haven has contacted our DR Horton division to ensure a member of their team reaches
  out to the customer directly.  Safe Haven
  strongly encourages the customer to contact us at his convenience should we be
  unable to reach him at time most desired. Safe Haven can be contacted
  Monday-Friday 8 AM- 7 PM central time at ************* Thank you for your time.

   

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We signed up for services in September. A few weeks later, the doorbell camera stopped working. When the new technician came in, he said the person who installed did not do it correctly. The only option was to get a doorbell that did not have sound properly.
  
  That replacement doorbell stopped working about 2 months in. They refused to come replace it and wanted to charge to have a technician to come in.
  
  We tried cancelling the services and explain the situation to ADT, they would not listen and just transferred to these people.
  
  A month later, our garage camera stopped working. They would not replace that either.
  
  Safe Haven is not responsive, they rush on the phone to do troubleshooting.
  
  We feel stuck. Now the alarm is not working and they are refusing to help. We want to cancel our contract and have all this equipment removed.

  

  Business Response

  Date: 05/26/2023

  Dear Better Business Bureau,
  
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ****** ***** on May 18,2023 in association with the account for ****** **********. Safe Haven sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. After reviewing the account, Safe Haven’s technical support team spoke with Mr. Chalikonda on May 19, 2023 after the complaint was issued and helped the customer reset the panel remotely. The call recording has been attached for your review confirming the customer’s concerns were addressed and resolved. At this time, should the customer be experiencing any further issues, we encourage him to contact Safe Haven at his earliest convenience.

  Customer Answer

  Date: 05/26/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: it addressed one of the many concerns with equipment. It still doesn’t fix the issue that they wouldn’t replace defective merchandise. 
  
  
  
  Regards,
  
  
  
  ****** *****

  

  Business Response

  Date: 05/30/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the additional rejection made in association with the account for ****** **********. Safe Haven previously acknowledged the customer's concerns within the original complaint. Safe Haven provided a recorded call of the Safe Haven not only making contact with the customer further disproving claims of Safe Haven being unresponsive. Additionally, within the recorded call, Safe Haven’s technical support team received confirmation from with Mr. ********** after the original complaint was issued that Safe Haven had provided satisfactory resolution and no additional assistance was needed.

  At this time, Safe Haven has not been able to find any evidence supporting that the customer's current panel should be replaced or that it's been deemed defective. Safe Haven has acknowledged the complainant's concerns and provided proof  that Safe Haven has addressed those concerns directly with the account holder, Rajesh **********. Should the customer be experiencing any further issues, we encourage Mr. **********/ Ms. ***** to contact Safe Haven at their earliest convenience in order for us to help provide resolution assistance.

• Initial Complaint

  Date:05/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We received ADT system back in September/October 2022. Ever since we received it, nothing but problems. The ADT Camera constantly goes out, I complained about this and called ADT back in December/January, paid 90 dollars for someone to come out and fix it. Low and behold, camera goes out frequently on a weekly basis. Then the Window Sensor goes out, I contact ADT support via website and the guy name ***** ** *appens to tell me to take out the battery and mess with tamper pin. There is no tamper pin! and so I know something was wrong, I decided to ask what battery should be in window sensor, he states CR123A. Which is big battery. The sensor I received has a CR1632 lithium battery. Poor customer service and not very helpful at all. Last time I called about this on December 8th and lady told me I have to pay 90 dollars to have someone come out and fix the issue. 90 dollars for a malfunction. ADT authorized dealer told me that malfunctions are free for any issues. Shoddy service, shoddy products and poor customer service. Steve D. did nothing to help with situation because demanding that I have to call ADT to talk with a technician. It is a frustrating experience and fraudulent service. Had I known the trouble I would have had with ADT, I would have never gotten it. Then they hang a 1000 contract over your head to keep the broken system. Also we have had issues 5 different times on October 7, October 18th, Feb 2nd and April 4th around 10 pm to 12 am alarm going off with no smoke or anything happening while we are in bed. I stated to the ADT folks that this is a malfunction and never received help on that. I am just tired of ADT non sense and causing more stress on my health than anything. We are being ripped off on half baked security system that is clearly used lack of competent support.

  Customer Answer

  Date: 05/19/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: This goes beyond the camera issues, which has been multiple. Yes if the internet is too far from the camera, do you think the contractor for the company would have recommended something else and i wouldnt have these issues with the system in the first place? I basically have to change and fix camera every 3 months no matter what the problem especially during storms and weather. Sometimes, camera doesnt even take the input of internet connectivity resulting in 4-5 attempts to power cycle and internet connectivity troubleshooting. But then again, you only responded to one of the issues. This is also goes with Smoke detectors going off multiple times between 10 pm to 12 am in the middle of the night that requires us to response before resources are wasted on fire department coming out. This first occurred in September-October. Last time it occurred was as recent as March where alarm going off middle of the night and complained about this to service department and Alarm.com . Also my complaint was also regarding your poor support service giving WRONG information on window alarms and how to replace or remove when its entirely the WRONG battery for it. Its 3 different issues with shoddy products and holding people like us hostage because its poor quality. 
  
  
  
  ********
  
  ******* *****

  

  Business Response

  Date: 05/25/2023

  Dear Better Business Bureau,

  
  Please accept this as Safe Haven Security Services, LLC’s
  (“Safe Haven”) formal responseto the rejection made by the
  customer. Safe Haven previously addressed the concerns issued towards our
  company in our initial response. Although the customer has referenced
  additional concerns, Safe Haven has acknowledged those concerns were not
  addressed by Safe Haven, nor were they sent from ADT for Safe Haven to address.
  Unfortunately, Safe Haven cannot speak for the named representatives or experience
  the customer has referenced regarding conversations around smoke alarms,  service, window sensors, or batteries as those
  conversations or notice of issues were discuss with other organizations and not
  Safe Haven. The customer may need to redirect his complaint to the appropriate organizations
  if he is unwilling to utilize Safe Haven’s direct contact information to help
  assist him with providing resolutions to the concerns he has formed in the
  complaint.

  Safe Haven would like to note that
  in our initial response we have advised there has been only one instance of communication
  with the customer since the installation and that communication was in
  February. Outside of the most recent Better Business Bureau complaint, Safe
  Haven has not received any direct form of communication from the customer for additional
  service request or notices from the customer advising of any service-related
  issues. At this time, Safe Haven is unable to terminate the services
  penalty-free or replace equipment for the customer free of charge. Concurrent
  to our initial response, Safe Haven strongly encourages the customer to contact
  us directly in the event he is experiencing any services issues in order for
  Safe Haven to help provide resolution aid. Safe Haven can be contacted
  Monday-Friday 8 AM- 7 PM central time at ************* Should the customer wish
  to forego continuing the services, they may terminate the services with the
  associated early termination fee. (See page 5, section 2) Thank you for your
  consideration. 

   

   

  Customer Answer

  Date: 05/25/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: Because its both Safe Haven and ADT as a company that is bad as a whole. If thats the case, then this needs to be also transferred or dealt with by ADT Corporation as well. Was it not an authorized Safe Haven dealer who installed this equipment?
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for ADT on 11/17/21, I paid for a year of service up front which included 3 cameras, door sensors, and glass break. I didn’t have my first camera installed until 12/30/21 even though I had already paid in full for the service. The other camera was installed 1/05/22 and the last camera wasn’t installed until mid February. I contacted adt and they claimed I would be compensated for the time the cameras were not installed, this never happened. When I initially purchased the service over the phone thru ADT they never mentioned a three year contract. However when the device technician came to install he said a contract was required. I signed up for automatically payments through my debit account, however my contract was terminated. I was never notified on how to actually schedule a new payment.

  

  Business Response

  Date: 05/23/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”)formal response to the complaint made by Yolanda Mejia. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has endured throughout this matter.

  After reviewing the account,the consumer willingly entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on November 17,2021. During the time period services were active, at no point was the customer unable to receive the alarm monitoring services once they were installed.  Safe Haven returned to the residence on two separate occasions to complete the home automation feature installations following the monitoring installation, the first on December 31st, 2021 and the final on January 5th,2022. At the installation, the customer was informed that the home automation features included in the monthly monitoring rate would be delayed due to inventory and installed at a later date. The consumer authorized their agreeance with the delay when they completed their electronic signature for the contract terms.

  Additionally, Safe Haven acknowledges the  time period the customer endured was not standard in our day-to-day business practices, however during that time all monitoring capabilities other than the home automation features were accessible. Safe Haven did not breach the contract terms nor did Safe Haven fail to provide the customer with monitoring services during the length of their agreement. The monthly monitoring rate the customer agreed upon was contracted at $65.99 and a portion of that ($55.99) was able to be utilized during the seven-weeks that occurred without home automation features. Safe Haven understands the frustration this may have caused the customer and issued a credit equivalent to the cost difference towards the early termination fee balance left remaining. Based on the monthly monitoring rate differences, there was a $10 difference in the rate the customer had accessibility to use versus the rate that included the ability to utilize home automation features. This amount was calculated by about 1.875 months ($10 x 1.875 is $18.75). The amount that Safe Haven credited towards the account balance was a little over the difference figured and rounded up to $20.

  In regards to reinstatement, Safe Haven’s current policy does not permit reinstatement to customers who have defaulted for non-payment. Safe Haven communicated to the customer on several occasions the past due balance and it's importance to be paid for 90 days prior to cancellation. Safe Haven offered to collect payment from the customer in order to resolve the balance in which full services were provided over a 90-day time period left unpaid. The customer was not prevented from being able to bring the account balance current and was given direct contact information on who to contact in order to pay the balance and failed to do to so. At this time, the customer will need to communicate directly with Berman & Rabin to settle early termination fees associated for the defaulted account. Thank you for your time.

  Customer Answer

  Date: 05/23/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: Firstly at the time of purchase of the services we paid 1 year in full. Secondly at the time of the purchase of the services, I was never informed that a 36 month agreement was required. Only when the service technician already started drilling and working on the panels did he Inform us of a contract. Furthermore the cameras were apart of the agreement and the main reason we purchased the service. In all actuality safe haven was in breach of our agreement initially and never offered in remedy for their failure to provide services paid for in full. 
  
  
  
  ********
  
  ******* *****

  

  Business Response

  Date: 05/25/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s
  (“Safe Haven”) formal responseto the rejection made by the
  customer. Safe Haven did not find any evidence that there was any improper
  conduct performed at the installation, or during the collection of necessary
  documents required to be authorized by the consumer at the time of the installation.
  Safe Haven allows all of our customers to review the contract at the time of
  the installation and after. It is the consumer’s responsibility and discretion
  to review any legal documentation provided to them that requires their
  authorization and signature agreeing to terms and conditions included,
  specifically, for the term length of the services.
  Additionally, Safe Haven provides a three-day right of rescission period
  for all customers as well as the Notice of Cancellation (“NOC”) document that
  outlines the steps to exercise this right to cancel penalty free if chosen. At
  any point during the installation of the services, the customer could have requested
  the installation to stop if they did not want to move forward until camera inventory
  was stocked or if they did not want to move forward with the 36-month term. In
  the event the customer wanted to terminate services after they were installed,
  the customer acknowledged they understood the terms of the agreement and could
  have utilized their opportunity rescission period to terminate services penalty-free
  within the allotted time frame referenced in the NOC.
  Furthermore, if the customer only wanted to obtain the monitoring services
  for the cameras, but was advised initially cameras could not be installed, it
  was at that point the customer’s discretion to not move forward with the
  installation. The customer had full opportunity to exercise their right to cancel
  after being installed or not move forward with installation until inventory was
  stocked, but failed to do either. Based on the new allegations within the
  rejection, Safe Haven questions why the customer would inquire about reactivating
  services and setting up payment arrangements if they utilized services for 17
  months and felt their contract was in breech? Safe Haven did not hear from the
  customer or receive any disputes regarding the installation of cameras,
  validity of the contract, or additional remedy request for over 13 months
  following until Safe Haven sent notices of the monthly billing defaulting.
  In last, Safe Haven would like it noted that the customer’s initial
  complaint stated they were not made aware of how to bring their past due
  payment current and were wanting to reactive services with Safe Haven and arrange
  payments towards the past due amount owed. Safe Haven is unable to reinstate
  services and the customer will need to settle the owed balance with Berman
  & Rabin. As a courtesy, Safe Haven credited the outstanding balance in an
  amount equivalent to the time period and monetary equivalent in which the customer
  was informed camera services were not. The terms of the agreement, the notice
  given at the installation for the delay in camera installation, the rescission
  period, notice of delinquent billing and options to pay were all provided to
  the customer prior to the account defaulting for non-payment. At this time all
  allegations have been addressed. 

  Customer Answer

  Date: 05/25/2023

  [** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: According to the terms of the agreement services were to be provided and they were not fulfilled. In all actuality safe haven breached our agreement by not providing the services which were outlined. They effectively received payment and declined to offer what was agreed upon in a reasonable manner. Basically safe have is alleging that they have all authority to not fulfill what’s in the agreement. Safe have has already admitted to the breaching of our agreement and attempted to remedy it by offering a $20 dollar credit. 
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:05/13/2023

  Type:Order 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.

  Text messages with the Safe Haven Sales Rep show that we were promised a 60 day money back guarantee on system installation and service on April 6th. This was verbally confirmed by the technician at installation on April 7th when contract was signed. I tried to call and issue the refund on May 12th as we were wanting to discontinue. Safe Haven said our contract said we only had until April 11th to cancel despite what was promised by sales. On a call on May 12th, ***** from customer service confirmed that the salesman made a false claim about the 60 day money back guarantee and would not issue a refund. We are seeking a refund of our costs for installation and service including cancellation of our contract.

  

  Business Response

  Date: 05/15/2023

  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 consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the customer has endured throughout this matter and would like to thank the customer for their continue patience overall. Safe Haven would like to issue additional gratitude to the customer for bringing this matter to the Better Business Bureau so that we are able to take the necessary steps internally to help prevent future errors from occurring.

  In efforts to resolve this matter amicably, Safe Haven will be issuing the customer a penalty-free release of the contract, scheduling a removal of the equipment, and issuing a refund for any debits withdrawn from Safe Haven. In order to process the customer’s termination request, Safe Haven's customer service manager will be reaching out to the primary number on file. Should Safe Haven be unable to reach Mr. ******, we encourage him to contact us directly at his convenience. Safe Haven can be reached by phone at ************ Monday through Friday, 8 AM to 7 PM central time or by email at *******************************. We thank the customer for their time and look forward to speaking with him to ensure arrangements are confirmed. Thank you for your consideration.

  Customer Answer

  Date: 05/16/2023

  [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:05/09/2023

  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.

  I am writing to inform you of a terrible experience with one of your pinpoint door sales reps. Please follow up. If either individual is at my property or contacts me again, I will press charges.
  
  **** ****** (************) and partner of fredericksburg, VA came to my door and I said not interested.
  
  He stayed for another 5 minutes. I said not interested leave and he would not leave until I called the police. His partner and him were taunting if I wanted license plate too. There is a police record and they are contacting him too
  
  My wife is pregnant and I am a disabled veteran - very unfortunate

  

  Business Response

  Date: 05/09/2023

  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 consumer’s experience with us. Safe Haven has contacted the consumer
  to extend our apologies for all frustrations the consumer has expressed and have
  initiated an internal investigation regarding the actions described. We thank
  the consumer for taking the time to explain their experience so that Safe Haven
  can take the necessary steps to investigate this event. Thank you for your
  time. 

  Customer Answer

  Date: 05/09/2023

  [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:05/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought this security system 6 months ago and was told the system had a warranty and we wouldn’t be charged if there was any issues. A month ago our back door sensor went out. So we called ADT and was on the phone for 2 hours for them to tell me the sensor is bad and try and charge me $60 for a tech to come out and replace the sensor!! They lied about the sensor being under warranty and are getting their money by charging for a tech when they can just send me the sensor!!! I’m paying monthly for a broken service and they are trying to charge me to fix it!

  

  Business Response

  Date: 05/03/2023

  The
  customer entered into a contract with the following company who handled the
  sale and installation of the system.
  
  **** ***** ********
  *** * **** ***
  ***** ****** ***** ** *****
  ***** ********
  ****** ******* **** ** ** *** ******* ********
  

  

  Business Response

  Date: 05/08/2023

  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 sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has expressed and acknowledge the
  consumer’s concerns. Since being notified of the customer’s complaint, Safe
  Haven’s Builder Division attempted to contact the customer at the primary
  number listed on the account on May 6th,2023, but have not received
  a return call. Safe Haven encourages the customer to contact their personal concierge
  at their earliest convenience so that we may help provide resolution to their
  complaint concerns. Thank you for your time.