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:04/18/2023

  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.

  Safe Haven are scammers. I had issues since I installed the equipment. First of all, when the technician came onsite the original date of installation 2/25/23, ****. He did not explain the company has a video clip limit. 2 weeks into my contract, week of 3/13/23. I noticed my clips (video capture) stop working. I called many time and no one was able to help restore my clips. I had one tech come to my home, ******, He said I would have to wait until my month refreshed to acquire more clips. I called customer support and my concierge, **** ******. No one helped until I called again and asked to escalate to a m***ger. This was when ****** the tech support m***ger called me at night, remoted into my system, calibrated my cameras and acquired approval to add more clips until 3/25/23. He assured me this clip issue would not occur again. That week I called many times and spoke to ******, ******, ********, *****, ****** and ******. They said this has never occurred prior. This is false because I called ADT corporate and they mentioned that the clip issue I was experiencing is a known issue. ****** the tech supervisor was the only tech that help.
  Now on 4/13/23, I experienced the same issue. I received an alert that I was 90% of my clip usage and by the end of the night. I was out of clips.
  I called ****** and he said he didn't know how to help me because he did all he could. ****** was going to request an increase on my clips again from his m***ger. He was unsuccessful. On Monday, 4/17/23, I spoke to ***** from tech support and he told me the issue I was experiencing is not a technical issue but a customer service issue. He explained customer service had the authority to increase my clips. This clip limit issue is not my fault because I live in a new construction area and contractors are always around my property which caused the many alerts. This ultimately cause my clips to go to 100% usage. Ive spoken to ***, ****** and customer service supervisor. No one can help me. I am seeking a full refund of all my equipment and what I have paid so far.

  

  Business Response

  Date: 04/19/2023

  Dear Better Business Bureau, Please
  accept this as Safe Haven Security’s 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 customer’s experience with
  us. Safe Haven would like to extend our apologies for all frustrations the
  customer has endured throughout this matter. After reviewing the account, the
  customer entered into a thirty-six (36) month agreement with Safe Haven for ADT
  monitoring services on February 25, 2023.
  First
  and foremost, Safe Haven has not “scammed” or withheld any important information
  from the consumer. Safe Haven has been forthcoming with all terms of the
  agreement and addressed all of the consumer’s concerns when notified. Safe
  Haven was notified on March 14, 2023 that the consumer had filled up the clip
  limitation for camera clip images. Safe Haven went to the consumer’s residence the
  following day (March 15, 2023) to recalibrate the consumer’s cameras, set up
  recording rules and confirmed the camera’s operations were functioning
  properly.
       Concurrent
  to the above, Safe Haven received a notice from the consumer regarding the
  system failing to trigger the smoke detectors and carbon monoxide sensors when
  the home experienced severe smoke. Safe Haven’s technical support team contacted
  the customer to troubleshoot the system and provide resolution, but the customer
  advised the suggestions the support tech offered had already been done. Safe
  Haven does not advertise 24/7 recording capability, nor do we advertise
  unlimited clip storage. The customer advised she was previously advised of clip
  limitations and that once clips had exceeded the limits they would reset at the
  beginning of each month. The consumer advised the support agent that he would
  be unable to resolve her concerns and that she would reach out to her representative
  for additional resolution efforts.
       Secondly,
  Safe Haven offered a temporary resolution fix by providing the consumer an
  additional expansion clip package (5,000 additional clips) for the remainder of
  the month at no cost on March 17, 2023. The consumer was advised if she wanted
  to continue the expansion pack after months’ end, she could add it back for an
  additional four dollars. The consumer requested to purchase an additional
  indoor camera  on March 28, 2023, thus
  further increasing the amount of clips being utilized on a monthly basis. The
  consumer contacted Safe Haven on April 13th advising she had filled 90%
  of her clips due to construction workers triggering the motions behind her
  house. Safe Haven offered to return to her residence to adjust the sensitivity of
  the motions to avoid the camera being set off by the motion activity behind her
  home.
       In last,
  Safe Haven’s local technician manager returned to the residence today to address
  the consumer’s concerns and offer resolution aid. During the visit, the
  consumer refused to allow Safe Haven to alter the recording settings from being
  triggered so frequently to avoid clip usage being filled. Safe Haven attempted
  to advise the consumer that cameras are functioning under their intended
  purpose and that Safe Haven cannot control outside elements like the
  contractors causing motion in the back triggering recordings. Safe Haven advised
  if she did not want to allow recording settings to be altered or allow the
  position of the camera to be relocated, she could purchase the expansion pack because
  Safe Haven would be unable to extend the use of the expansion pack at no cost for
  an additional month. The consumer refused to utilize any of the resolution
  options and at this time is not eligible for a refund.
       After
  reviewing the account, Safe Haven has gone above and beyond to not only address
  the consumer’s concerns, but offer courtesy services and resolution options to
  ensure the consumer’s experience. Safe Haven’s system has been operational and
  has not been deemed inoperable. The source causing the consumer’s clips
  limitations to be surpassed is a variable outside of Safe Haven’s scope. At
  this time, if the consumer would like to terminate the services, she would be
  subject to cancellation terms. Should the consumer wish to forego her cancellation
  request, she may contact Safe Haven to schedule a service appointment to either
  reposition the camera, alter the recording rules or request to upgrade to an
  expansion clip package. Safe Haven can be reached Monday through Friday, 8 AM
  to 7 PM central time. Thank you for your consideration. 

• Initial Complaint

  Date:04/17/2023

  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.

  My wife and I recently purchased a home. The home is considered a "smart home", equipped with security system capability. The builder of our home has a contract with Safe Haven Securities, LLC, who in turn sub contracts out security equipment installations to ADT. After about a month of living in the home, and one month into our subscription with ADT, we had started to receive very suspicious (hand written) mail from an ADT representative located in the region, who was attempting to access our personal information as it relates to the ownership of our home. It took numerous attempts to reach ADT regarding the matter, to find out why one of their reps was contacting us. We ultimately decided the lack of support from ADT, was cause for termination of their services. Eventually, we cancelled and were subsequently contacted by a representative at Safe Haven, who threatened us with a $750 termination fee. We reluctantly decided to re activate our services, and continue with the monthly obligation. Nothing came of our request to re activate, no effort by Safe Haven, and nothing from ADT. Rather, approximately 60+ days passed, when we received an email stating, "Safe Haven has been unsuccessful in contacting you, so our account is being referred to a 3rd party debt collection agency". At no point since our request to re activate have any letter correspondence, emails, or phone calls come through regarding this matter. I have not received a bill, statement or similar as to who, or where to pay. Safe Haven blatantly ignored our request, and made zero attempt to contact me regarding a resolution. Rather than process the re activation both ADT and Safe Haven chose to pursue a termination fee instead. Per the letter of the law, I have not received any notice of collection, or debt being due. If a resolution cannot be found, I will plan on taking this company to court, on the ground of lack of notification to the debtor, of an account balance being due.

  

  Business Response

  Date: 04/18/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security’s 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 customer’s experience with us. Safe Haven would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. After reviewing the account, the customer entered into a thirty-six (36) month agreement with Safe Haven for ADT monitoring services on October 6, 2022. Safe Haven allows all of our customers to review the terms of the contract at the time of installation and after, specifically terms relating to early termination of the contract.
  After further investigation of the allegations made by the consumer, Safe Haven did not find any evidence that Safe Haven failed to contact the consumer or communicate the outlined terms surrounding early termination fees that the consumer already acknowledged understanding. Safe Haven contacted the consumer with an advisory email and phone call on February 28,2023 regarding the status of the account. Safe Haven connected the customer to ADT so that he could issue a reinstatement request. Safe Haven made follow up calls in March of 2022 ( March 13 and March 14)to verify whether the consumer’s reinstatement occurred.
  Additionally, Safe Haven does not have authorization over the monitoring services. As an Authorized Dealer, Safe Haven is permitted to assist consumers as a concierge to ADT, but we do not have authorization over their actions. It is under a consumer’s discretion to ensure their services are active and reinstated in the event they choose to retract a previous cancellation request. In the event a cancellation processes, the consumer is still subject to the terms of the agreement.
  Safe Haven encourages the consumer to direct this complaint to ADT, due to their failure to reactivate the services per the consumer’s request on February 28,2023. Should ADT reactivate the services, ADT will contact Safe Haven directly to update the balance of the contract so that Safe Haven can update the status in collections. Again, this is something ADT will contact Safe Haven on to confirm, not the consumer. At this time, there is nothing further for Safe Haven to do, as we did not process the cancellation, nor did we fail to notify the consumer of the account status. The consumer will need to issue his request to ADT moving forward. Thank you for your time.

• Initial Complaint

  Date:04/17/2023

  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 recently purchased a home through a national builder. Included with the purchase price of the home was a “smart home package,” which included, among other items, a monitoring panel. As is customary, the builder contracts with SafeHaven to install the items into the home. This appointment was scheduled, and I opted to install additional monitoring devices, and ADT central station monitoring. Within the 72 hour rescission period (as guaranteed by CFPB § 1026.23) I opted to cancel service, the remove all additionally purchased items. Safe Haven honored the request, and within 48 hours were on site to remove the items, and successfully cancelled the monitoring service. As the devices belong to me, the homeowner, they were left in my possession. However, they refused to unregistered the provided ****** *** ***** from *********. This makes the panel unable to be used with any other monitoring service. Despite the panel being owned by me, they refuse to allow the panel to be used by any other company. The panel is not-proprietary, nor does it contain proprietary Safe Haven data. When I raised this concern to the on-site technician who was removing my add-on devices, he called “his boss.” That individual informed the tech that it is a business decision to not release the panel. He confirmed it contained no proprietary data. Following that interaction(4/14) I contacted the concierge team, who echoed the same message— that due to a business decision they refused to unregister the panel. I emailed on 4/15, which got an auto-generated response. Today, 4/17, I contacted the technical support team, who, again, echoed that they have made the business decision to render the device unusable outside their monitoring service. I am now awaiting a call back from another “manager.”
  
  Safe Haven has violated the spirit of their role in this installation process. Nowhere in the purchase agreement does it obligate the labels exclusive use by ADT/Safe Haven.

  

  Business Response

  Date: 04/18/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s 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 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 and wants to thank him for allowing us to go out and reset the panel. At this time, Safe Haven has already resolved this matter and there are no further actions for Safe Haven to take at this time. 

  Customer Answer

  Date: 04/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because, as evidenced by the attached screen shot taken today at 11:03PM, the device has NOT been unregistered. This response is a total and complete lie. The complaint should continue until actual resolution. 
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 04/24/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Service's, LLC ('Safe Haven') formal response to the rejection made by the consumer. Safe Haven processed the consumer's request and released the panel on our end. This process also involves ADT completing the release of the panel on their end as they provided the monitoring services prior to the consumer requesting to terminate the services. Safe Haven also has made attempts to contact the consumer to reiterate this information as recent as this morning, April 24, 2023. At this time, there are no further actions for Safe Haven to take as we have done everything within our capacity within the release process to honor Mr. ******'s request. Thank you for your time. 

• Initial Complaint

  Date:04/16/2023

  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.

  Had ***** come out in August to install three cameras that I received credits for. I was up sold on another camera and a bunch of window and door sensors. After signing I found out the cameras were “wireless” but needed to be connected to a power source (unlike the ADT blue cameras). ***** assured me (in front of his trainee) that he would find out if they had battery cameras and if not he could come back out if they did not and finish the installation (the drill bit he had was not big enough to go through brick anyway).
  Time passed and I never heard back. I reached out to him and he told me the scheduler left to another company and that he could not help me (not what he said when he was upselling me on a system we could have bought from ******)
  I reached out to ******* *******. This went to spam. I replied, texted, emailed and called. No response.
  I’m left with a $65.99/month bill for window and door sensors. The thing is, I found out he could have applied those credits to the door and window sensors and then later charged me for the cameras so that I wouldn’t be paying for a service we can’t use).
  I’d like either the credits applied to the useless gadgets they sold us so that I can purchase cameras elsewhere or terminate the contract all together.

  

  Business Response

  Date: 04/21/2023

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made *** ******.  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 expressed and acknowledge the consumer’s
  concerns. We appreciate the customer allowing us to schedule a return visit to
  service her system to help resolve the system errors. Thank you for your
  consideration.

• Initial Complaint

  Date:04/13/2023

  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.

  It all started last July when I bought a new home and my mail box was knocked down with a flyer inside for *** security logo on it . I purchased equipment for two homes that were overpriced ..I wasn’t told about a 3 year contract in the first home I only found out after the second home was finished with installation Mean time my home kept and still get vandalized on a daily basis with cameras being hacked since day one .. I’m sure they are part of this gang stalking .. I m trying to cancelled my service since February and had no luck from *** or Safe heaven cancelling my services they are still charging me monitoring services and early termination after I already had made arrangements to pay them off with their law firm . This is a scam terrible faulty monitoring hacked . I’m a sick widow that got scammed Snd I do have proof of the hacking . They are causing me a lot of grief .

  

  Business Response

  Date: 04/14/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******** *********.  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 expressed and acknowledge the consumer’s concerns.
  After reviewing the account, the consumer entered into two (2) alarm service agreements in September 2022.  Both agreements consisted of a thirty-six (36) month agreement with Safe Haven Security for *** alarm monitoring services. The first was established on September 9,2022, while the property location listed for this complaint was established on September 10, 2022. Safe Haven did not find any evidence that there was any improper conduct performed at the installation, or the collection of necessary documents required to be authorized by the consumer at the time before the installation.
  Additionally, Safe Haven allows all of our customers to review the contract at the time of the installation when the consumer authenticates. The consumer is also provided the contract instantaneously from the moment it’s authenticated with their signature through their designated email address. Once a consumer is provided a legal document that requires their authorization to have read and understood, it is the consumer’s responsibility and discretion to review the terms and conditions of the agreement, specifically, established through Safe Haven.
  Concurrent to the above, Safe Haven has attached the documents collected from the consumer that were signed with electronic and handwritten signatures. Safe Haven utilizes electronic signature through the use of DocuSign. When the customer signs the contract, they are presented an electronic contract on a mobile tablet with the technician at the installation. This information is authorized by the consumer inputting a four-digit code sent to their designated email address only known to them. This code is then entered into the electronic by the consumer to generate an electronic signature. When Ms. ********* authenticated her signature, she authorized she read, understood and agreed to the terms of the agreement. This process is security encrypted and cannot be altered. The contract also provides a certificate of completed that reflects the time stamp and date analytics of when the contract was received, reviewed, and signed.
   Furthermore, Safe Haven provides a three-day right of rescission period for all customers. A Notice of Cancellation document is provided within the terms of the agreement and outlines detailed instructions that the consumer may exercise to cancel penalty- free within an explicit timeframe if chosen. Ms. ********* was given full disclosure of the terms of the agreement including the rescission period and authenticated her signature stating that she read and understood both terms when she entered into the alarm services agreement.
  Moreover, the consumer is given system education about different products and services being installed within the residence by the installation technician. Technicians are permitted to provide their professional opinion on different ways to protect the home and will disclose different product features and services the consumer may upgrade to at the installation.  The technician will provide price quotes for features discuss for consumer to choose from. This is written up on a home customization sheet that allows the consumer to customize, accept or decline by the consumer’s handwritten signature followed by payment authorization forms.
  In last, when a consumer obtains camera monitoring service, it is their responsibility to provide sufficient internet resources for the standard operating functions for camera devices. Ms. ********* did not have the required internet resources when the installation was completed on September 10, 2022, however, she willfully entered into the agreement with the understanding a return trip would be required in order to add in her Wi-Fi for the camera services. Ms. ********* scheduled a return trip to add in cameras to her system on September 16, 2022. Safe Haven’s quality assurance team followed up on with Ms. ********* on September 19, 2022, and during that conversation, Ms. ********* acknowledged her understanding of the contract and also referenced her knowledge of having to pay early termination fees in the event she had to terminate the services before the full term of the agreement. Ms. ********* was advised during the call that the cameras were incapable of being hacked, and she disclosed inadvertently that she had not utilized the online portal for them, further disproving all of Ms. *********’ allegations of the cameras being hacked since day one and also claims to have not been made aware being aware of the contract.
  After further investigation of the allegations made by the consumer, Ms. ********* purchased additional equipment under her own authorization and had cameras added into her system days after her services began. Ms. ********* not only provided acknowledgement of understanding the contract terms through electronic signature, but verbally over the phone. Ms. *********’ claims of being unaware of the contract following her second agreement, however the second agreement was established within a 24-hour time period, allotting enough time for the consumer to review both contract terms and exercise her rescission period if chosen. Safe Haven has provided all the supporting documents to address and contest all of Ms. *********’ claims that have been directed towards the alarm service agreement with Safe Haven, the equipment provided by Safe Haven and the integrity of Safe Haven as a company. At this time, Safe Haven has been unable to find any evidence supporting Ms. ********* should be awarded a billing adjustment.

  Customer Answer

  Date: 04/25/2023

  [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:04/08/2023

  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.

  On 03/23/23 an individual with this company showed up to my house unannounced and when I was sleeping saying he was there to talk about scheduling the install for services I've already paid for and stated that 5 months free monitoring comes with it via a check sent after install. I agreed to the free 5 months and scheduled install for the next day (03/24/23). At the time the installer came out I was asked for my information to setup the account and then shown a screen with my information to verify it was correct then asked if eSigning was ok. I agreed the information was correct and eSign verification was ok for it. At that time I was not told that it was to sign a 36 month contract and not the 5 free months agreed upon nor was I told there was a 3 day only cancelation with the contract. I have contacted the company multiple times to settle the issue and they refuse to cancel without an outrages fee for product and services I didn't not agree to.

  

  Business Response

  Date: 04/10/2023

  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 consumer has endured throughout this matter. After reviewing the complaint, Safe Haven did not find any evidence that there was any improper conduct performed at the installation, before or during the collection of necessary documents required to be authorized by the consumer at the time before or the installation.The consumer entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on March 24, 2023. Safe Haven allows all of our customers to review the work order prior to the installation appointment, in addition to the contract at the time of the installation The work order outlines the basic points of the agreement including the monthly monitoring rate, equipment provided within the sales promotions, upfront cost and the length of the contract’s terms. It is the consumer’s responsibility and discretion to review any legal document provided to them that requires their authorization to terms and conditions of an agreement, specifically, for the alarm service agreement through Safe Haven.  Prior to the installation, the consumer contacted Safe Haven on a recorded line and agreed to receive a four-month courtesy check valued at $187.96, not five months. At the installation, the consumer was presented an electronic contract on a mobile device with the installation technician. The contract information is authorized by the customer inputting a four-digit code sent to them through their designated email in order to authenticate their signature. When this is signed, the customer is authorizing they agree to the terms of the agreement. Within the copy of the contract, time stamp and date analytics reflect when the contract was sent, reviewed, and signed by the consumer. Within those documents, Safe Haven provided a three-day right of rescission period to the consumer that is customary to all our customers. The document referenced as the “Notice of Cancellation document” provides detailed instructions for a consumer to exercise their right to cancel penalty free if chosen.  Additionally, Safe Haven has attached the documents collected from the consumer that were signed with electronic and handwritten signatures for your review. The consumer authenticated a work order, contract, and a home customization document. A majority of the documents not only confirm the consumer was made aware of the 36-month agreement, but that Safe Haven collected documents in which the consumer had to acknowledge accepting or declining options, not just an e-signature.  In conclusion, Safe Haven has not only provided the customer with the necessary information upfront including verbal recordings, but also received authenticated signatures verifying the consumer from understood and read the terms to obtain the alarm service monitoring through Safe Haven. At this time, the terms of the agreement stand and are valid. If the consumer would like to cancel the contract, they would be subject to the early termination fees outline within the agreement.

  Customer Answer

  Date: 04/10/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: the technician did not state that it was to sign a contract, but to only verify the information was correct. At no point in time with the interactions with the two reps was a 36 month contract mentioned and the first rep said 5 months. On the second interaction I asked to the installer to verify it was only 5 months and he did. In 2022 the business was sued by the state of Minnesota for the exact same deceptive sales tactics. The first interaction with the rep was when he woke me up during the middle of my normal sleep period and I was pressured to allow a tech to show up as soon as I was off the next morning not allowing enough sleep for sound judgment and understanding of the situation.  
  
  Regards,
  
  **** ******

  

  Business Response

  Date: 04/12/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection made by the consumer. Safe Haven has acknowledged Mr. ******' allegations and provided supporting documentation disproving that he was unaware of the 36-month agreement or that he was issued five-month term for free services. Safe Haven provided documents that conveyed a 36-month agreement authenticated by the consumer prior to the installation and after.  Mr. ****** acknowledged within his complaints he signed the document, but failed to mention whether or not he read the documents he wa signing or that he was provided receipt confirmations of both documents that reference the term of the agreement, the rescission period, and the early termination fees.  First and foremost, Safe Haven would like to note that anytime a sales representative approaches a consumer’s residence it is at the discretion of the homeowner to not only give permission to enter their residence, but decide whether to acknowledge the individual or nor. The same applies in the event a consumer receives a sales call, however, in that case it pertains to answering a call or not and choosing whether or not they would like to not only move forward with installing services, but providing the necessary information upfront to qualify for the services, authorize an appointment date and time for an installation to occur.  Furthermore, If a consumer does not feel comfortable with the day of time they are being approached for a sale or at any point upon a technician's arrival with the intent to install services, they have every right to advise the Safe Haven employee to leave their residence without continuing forward with the sale or the installation of services. In both instances with Mr. ****** complied under his own will.  Additionally, Mr.****** utilized his email address to authenticate that he read and understood the terms agreed upon. Within those terms included the length of his agreement term and a rescission period for him to exercise at his own discretion. All consumers have a responsibility to review the documents being provided to them, especially those that implicate the consumer read what they were authorizing through e-signature. Safe Haven addressed the method in which contract signatures are obtained electronically and how the consumer's are given full consent to authorize them. The contract,time stamp, location and date analytics are reflected within the document to further prove this process is security encrypted and cannot be altered. Within the copy of the contract, you will find the analytics of when Mr.****** was sent the document, when it was viewed, and when he signed it on the certificate of completion page 13. Following the above, Mr. ****** had been given details of the 36-month agreement prior to the installation, during the installation, and after the installation. Mr. ****** had in his possession the contract terms that clearly disclose the 36-month agreement when he authenticated his signature to authorizing he read and understood those terms. Furthermore, he was provided a rescission period to execute in the event he didn't. Mr. ****** has referenced five months' worth of services, however there is nothing documented or recorded reflecting as such, nor has Mr. ****** been able to provide anything supporting his claims. Safe Haven's consumer relations team provided Mr. ****** four months of monitoring services at no additional cost, however this was recorded and previously attached in the initial response, and at no point was the customer advised verbally the term of the agreement, nor did Mr. ****** inquire was equivalent to five months.  In last, Safe Haven has not found any supporting evidence reflecting the claims Mr. ****** has made nor, received any supporting documentation from the consumer stating otherwise. Safe Haven provided all of the necessary information upfront to Mr. ****** to review and authorize willfully. At this time, the terms of the agreement stand and if the consumer would like to cancel his contract,  he would be subject to the early termination fees outlined within the agreement. Thank you,

• Initial Complaint

  Date:04/06/2023

  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.

  ADT/Safe Haven came to our home to install the Smart Home products that were included with our home purchase.When they came out, they offered a variety of additional products at an additional cost.
  We went with extra cameras, glass, break sensor, as well as smoke detectors. Shortly after the system was installed, we noticed that the system was malfunctioning all the time.We would be miles and miles away from our home, only to be alerted that the front door, garage door or slider had been left open. So we installed a cheap little camera facing our front door so when this happened, we could see that these doors not been left open.
  They were called three separate times to come out to investigate was wrong and what the problems were. When they came, they were here for 3 to 4 hours twice completely changing every sensor in the home. And then tell us that it was our Wi-Fi. Yet every time the Wi-Fi was tested with the equipment and the tech that was here, It was shown that the Wi-Fi was working fine and it was getting plenty of signal to work.
  In addition to that, three and four occasions, my cheap smoke detectors that came with the home, went off when I was cooking something smoky like bacon or hamburgers, but the ones that I purchased from ADT/safe haven did not.Yet when a contractor was here to fix my floors, he created some dust, twice setting off the alarms that I paid to have installed. Both times ADT called were told that it was not a fire and everything was fine and what was going on only to have the fire department show up at my home.I called a fourth time only for Safehaven to tell me that I would have to schedule another appointment for them to come out and look at the equipment.
  My contract has a 6 month money back guarantee. When I inquired about it, I was told that Safe Haven did not honor that.Horrible service and we certainly don’t feel safe with their equipment due to it never working properly!!Are not upholding their side of contract.

  

  Business Response

  Date: 04/14/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******** *******.  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 expressed. We appreciate the consumer allowing Safe Haven to schedule a service appointment so that we may provide resolution to her system concerns.   As an act of good faith in restoring the relationship, the consumer has accepted a consumer courtesy check for her past experience. Safe Haven has special ordered power g sensors for the consumer’s residence and will be going out to the consumer’s residence on April 17,2023 to evaluate the system. Thank you for bringing this matter to our attention and we look forward to resolving the system error concerns
  

• Initial Complaint

  Date:03/31/2023

  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.

  In March I had a safe haven representative come into my home and make false promises about the price and conditions. I was not given the contract price they stated to builder ** ****** in paperwork. Also, I had a certain time to cancel and called to cancel because of their deceptive practice of saying I would get the $20 off but the contract would show the regular price . I have a witness. I only saw it was a lie when I looked at my credit card bill, where I thought I was double billed. I called to cancel within the time frame I was informed to be told I would have to pay the contract based on false information and deceptive marketing and lies. I want my money back, them to come remove the three things he installed on the date and to void the contract as it was based on lies.

  

  Business Response

  Date: 04/03/2023

  Please accept this as Safe Haven Security Services, LLC (“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 consumer has endured and the time that has surpassed throughout this matter.

  After review of the complaint, 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. Safe Haven allows all of our customers to review home customization sheet and the credit card authorization form during the installation, in addition to the contract prior to the technician’s departure. 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 installation of the services provided by Safe Haven Security.
  Additionally, Safe Haven utilizes electronic signature to capture the consumer’s authorization. When the customer signs the contract, they are presented an electronic contract on a mobile tablet. This information is authorized by the customer inputting a four-digit code sent to them in order to enter into the document and authenticate an electronic signature. When this is signed, the customer is authorizing they agree to the terms of the agreement and that they read and understood them. Within the copy of the contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. Safe Haven provides a three-day right of rescission period for all customers as well as the Notice of Cancellation document that outlines the steps to exercise this right to cancel penalty free if chosen. The consumer’s recission period ended on March 9,2023.
  Furthermore, Safe Haven did not receive any objection to the terms initially agreed upon during the rescission period or after until March 30,2023. Safe Haven spoke with the consumer on March 31,2023 to address the consumer’s allegations regarding the billing and advised that the billing listed matched what was agreed upon. Safe Haven does not provide an additional discount on the monthly billing and advised the consumer additional discounts referenced when obtaining the alarm services are mentioned when speaking about the possibility of obtaining a discount with the consumer’s own personal home insurance provider.
  After further investigation, Safe Haven has not found any supporting evidence that reflect the consumer requested to cancel within the rescission period. A copy of the contract has been attached for reference to the terms below. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
  “I AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
  Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This Contract constitutes the entire agreement between the parties. I am not relying on the Dealer’s advice or advertisements. Dealer is not bound by any representation, promise, condition, inducement or warranty, express or implied, that is not included in writing in this Contract. The terms and condition of this Contract apply as written without alteration or qualification, unless a change is approved in writing by the Dealer authorized representative. The terms and conditions of this Contract shall control and govern even if there are other document with inconsistent or additional terms and conditions. If a court determines that any provision of this Contract is invalid or unenforceable, that provision shall be deemed amended and enforced to the maximum extent permitted by law. Each and every other provision of this Contract shall continue to be valid and enforceable.”
  At this time, if the consumer would like to terminate the services, she would be subject to the terms listed above. Safe Haven has attempted to reach out to the consumer to clarify her cancellation request and have been unable to connect with the consumer. Safe Haven encourages the consumer to contact Safe Haven directly, once she is ready to cancel with the associated fees outlined above. Thank you for your consideration.
  

• Initial Complaint

  Date:03/30/2023

  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 *** through safe haven security in January, and our hardware is constantly malfunctioning. We had technician out once to fix it, but the issue persisted. I scheduled another technician to come out, but they canceled the appointment without letting me know. They will also not answer phone calls or emails regarding this issue, making it impossible to solve the issue. It has been over 2 months since our door locks have worked properly, and we have only had the service for under 4 months.

  

  Business Response

  Date: 04/04/2023

  Dear Better Business Bureau,  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”)’s 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 endured throughout this matter.  After further investigation of the allegations made by the consumer, Safe Haven found that the consumer reported the service issues had been resolved remotely on 3/7/2023 during a technical support call. Safe Haven received an additional service request ticket issued from *** on 3/9/2023 regarding similar errors continuing, but upon speaking with the consumer he confirmed the issue had been resolved.  Additionally, Safe Haven received an email from Mr. ***** on 3/30/2023 expressing his frustration over continued service support and that his previous request had been cancelled out. Safe Haven attempted to contact the consumer to schedule a service appointment, but Mr. ***** advised he had an appointment scheduled with *** for 4/5/2023. As an authorized Dealer, Safe Haven is required to provide resolution assistance to customers in the event assistance with servicing the equipment is requested. If an appointment is scheduled with *** in error, it is cancelled and rescheduled with Safe Haven.Safe Haven contacted *** to confirm and provide clarity on the consumer’s service appointment history due to the previous correspondences, and the repeated attempts being confirmed resolved. *** advised the consumer had participated in technical support calls with *** and later scheduled a service appointment during Safe Haven’s warranty period, but that on 3/30/2023 the complaint had also been closed as resolved. Safe Haven has advised Mr. ***** his appointment scheduled with *** has been cancelled, but that Safe Haven is attempting to get this rescheduled. Mr. ***** has been contacted by both phone and email without a voice message due to his voicemail inbox capabilities.In last, Safe Haven encourages Mr. ***** to contact Safe Haven moving forward for any and all service request within the first year of his alarm service contact. Safe Haven can be reached Monday through Friday, 8 AM to 7 PM central time. Our number is ************* Thank you for your review.

• Initial Complaint

  Date:03/30/2023

  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 dissatisfied with the SafeHaven and ADT service. The installer used black tape to install the alarm sensor on one door and it keep falling off. Upon further examination I noticed that the installer cut a chunk out of my doorframe, damaging my door. I complained several times and they sent someone to reinstall the sensor after one months time. He took a photo of the damaged door and sent it to his boss. ***** the installer, said the damage should not have occurred. When I signed the contract with ADT I had no idea I was actually signing a contract with SafeHaven. The contract was impossible to read on the tiny telephone screen he used. I called to cancel my contract and gave the reasons above. SafeHaven claimed I had not given a reason so I called ADT again and gave my reason again. ADT claimed they couldn't add my reason for terminating the contract. After receiving a request to pay a nearly $1200 termination fee I returned the telephone call and emails from SafeHaven and attempted to resolve the issue. Before I could do such they had sent a bill to a collection agency. In order not to ruin my outstanding credit score I am blackmailed into paying this bill. I want a full refund from ADT and SafeHaven and out of the contract with no hassles.

  

  Business Response

  Date: 04/05/2023

  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 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 complaint, Safe Haven did not find evidence that there was
  any improper conduct performed during the collection of necessary documents
  required to be authorized.  Safe
  has record of the consumer entering into a thirty-six (36) month agreement with
  Safe Haven Security for ADT monitoring services on November 30, 2022. Safe Haven
  is an Authorized Dealer licensed to sell and install ADT alarm monitoring
  services. Safe Haven provides a three-day right of rescission period for all
  consumers outlined within the Notice of Cancellation document. It is the consumer’s responsibility and discretion to
  review any legal document provided to them that requires their authorization
  and signature agreeing to terms and conditions of an agreement, specifically,
  with Safe Haven Security. Should a consumer fail to review the terms they agreed
  to or fail to exercise the rescission period and want to terminate the services,
  they would be subject to the associated early termination fees outlined on page
  5 under “EARLY TERMINATION OF THIS CONTRACT”. Additionally, Safe Haven received damage claims from the consumer
  and offered a service appointment with trip fees waived to assess damages with
  additional compensation. The consumer accepted Safe Haven’s offer, scheduled a
  service appointment and accepted a month’s worth of credit ( $45.99). Following
  the complaint, Safe Haven received a notice from ADT advising of the consumer’s
  cancellation request on January 24,2023. Safe Haven contacted the customer and
  sent a notice advising of the cancellation, the early termination fee and
  direct contact information to pay the balance. The consumer failed to settle
  the balance and the account was forwarded to an outside agency to collect on  March 29, 2023 for failure to pay. In
  concurrent to the above, the consumer paid the balance owed to the outside
  agency.  The consumer later contacted
  Safe Haven and advised she paid the balance but also reactivated her services
  with ADT in order to have her early termination fee balance refunded. Safe
  Haven requested the information from the consumer to submit to ADT to verify,
  but the consumer advised her ADT agent told her that the fees would still apply
  and she cancelled her new account enlisted with ADT directly.  At
  this time, the previous contract that the consumer entered into with Safe Haven
  has been cancelled. The terms of that agreement and the early termination fees stand. The consumer is not eligible
  for a penalty-free cancellation. The fees owed that the
  consumer allegedly fulfilled have not yet been confirmed paid in full by our
  outside agency. Safe Haven encourages the consumer to direct any further
  communication regarding her account to the outside agency as Safe Haven has
  previously instructed. Thank you for your review