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:08/28/2023

  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 had an agent show up to my house and prorate me for a system without telling me there would be a contract involved. On installment day the technician came out to install the system and said I needed to sign a contract or he couldn’t leave, soon realizing they had lied to me. I signed the contract for him to leave and immediately called ADT to cancel the service as it was within the three day cancellation period. They had somebody come remove the equipment and they were suppose to have removed my card from the file. At the end of the month I still got a charge from them even though I’m not using their system nor have their equipment in my house. I called three times being ping ponged back and fourth from ADT to Safe Haven, and finally an agent stayed on the phone with me while we talked to another agent who said she had removed my card from the file and taken me out of the system and I should receive a letter in the mail within 30 days saying it was cancelled. Here we are end of July beginning of August and they’re charging me again. I do not want this service, I do not want my name in their system, I do not want my card on file. They’re obviously an immoral business to continue to steal money from people after they clearly had another agent tell them to take my card and name off file. I want to be refunded the two months of payments that I am owed. I want my name and card information removed from their database.

  

  Business Response

  Date: 08/27/2023

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

  

  Business Response

  Date: 08/29/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the *** ******* complaint. We understand the customer has some concerns regarding billing refunds and cancellation procedures, however, Safe Haven does not have oversight on ADT’s billing and cancellation processes. Based on the information detailed in the complaint, we would kindly request that the complaint be redirected towards ADT corporate to address the details pertaining to the cancellation concerns and assisting the customer with his billing refund request. We apologize for any inconvenience this may have caused, and we appreciate your time.
  
  Sincerely,
  Safe Haven Security Services, LLC

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/31/2023

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

  Customer Answer

  Date: 09/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ****** **********

• Initial Complaint

  Date:08/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/23/2023

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

   

  Sincerely,
  Safe
  Haven Security Services, LLC

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/25/2023

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

• Initial Complaint

  Date:08/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 08/04/2023

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

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

• Initial Complaint

  Date:07/11/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/14/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ***** *****. First and foremost, Safe Haven would like to issue an apology for any inconvenience or frustrations endured throughout this experience. Our goal is to provide excellent customer service, and we are committed to addressing any of the issues outlined within the complaint.
  
  Safe Haven wants to assure the Better Business Bureau that we appreciate the customer’s feedback and look forward to resolving this matter quickly. In efforts to address the concerns listed within the complaint, Safe Haven has assigned the customer service manager to this case. A manager will be contacting the customer directly to discuss their concerns in detail and work towards finding a resolution that meets the customer’s satisfaction. We kindly ask that the customer allows 24 to 48 business hours to hear from management.  We thank the customer for their patience throughout this process and look forward to speaking with her soon.
  
  Thank you for your consideration.
  
  **********
  ******** ******
  **** ***** ******** ********* ***

  Customer Answer

  Date: 07/15/2023

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

• Initial Complaint

  Date:07/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/12/2023

  Dear
  Better Business Bureau,

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

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

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

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 07/05/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******* *******. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the customer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed, and we would like the opportunity to address the concerns raised by the customer to provide clarification on this matter.

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

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

  Customer Answer

  Date: 07/05/2023

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

• Initial Complaint

  Date:06/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ADT install my security system on 5/14/22 by the pushy sales rep/installer, ******* ******* ********* He also told me that they would come out and reinstall the sensors on my new windows at no charge because I told him I was having all new windows installed and of course that was another lie. I have contacted ADT and they told me I have to contact Safe Haven and then they tell me I have to contact ADT so it sounds to me like there is nobody to help me. And the salesperson told me I would save 17% on my homeowners insurance which is not even close to true, After the new windows were installed on August 31, 2022, I contacted ADT and not Safe Haven and they didn't tell me I was supposed to contact Safe Haven. Plus I didn't know I was supposed to contact Safe Haven. ADT told there would be a charge even though I was promised there would not be and sent me out some magnetic blocks and double sided tape that didn't look like what was installed. I tried to reinstall the sensors but would get alarms and tamper alarms on windows that were not being touched and the smoke alarm would frequently go off when someone was cooking and when no one was. When I call ADT for help they never said I need to call Safe Haven, but they would always place me on hold for over 30 mins and I would hang up. I spoke to someone last week who said she cancelled my autopay and transferred me again to try and cancel service which I have tried many times but always get placed on a long hold and never get offered a call back. Again I have not turned on the system since December because of all the false alarms. I would like the service canceled with no early termination fees and to be credited for service that has not been used since December 2022.

  

  Business Response

  Date: 07/03/2023

  Dear Better
  Business Bureau,
  Please accept this as Safe Haven Security
  Services, LLC's (“Safe Haven”) formal response to the complaint issued. We
  would like to request that this complaint be redirected to the appropriate organization responsible for addressing the concerns
  listed. Safe Haven has not been to the complainant's residence since the
  installation in May 2022, nor have we assessed any fees to the customer since. Safe Haven would like to note, that
  we do not have authorization over ADT monitoring, billing, or cancellations, and any concerns
  regarding such would need to be addressed by ADT Corporate.
  
  We are committed to resolving any issues that may
  arise and want to make sure that this is directed to the appropriate location to ensure the complainant's concerns are
  addressed and resolved in a timely manner. If you require any further information or assistance, please
  feel free to reach out to us at your convenience. Thank you for your attention to this matter and your prompt
  action in redirecting this complaint to the correct organization.
  
  Respectfully,
  
  ******** ******
  ********** *******
  **** ***** ******** ********* ***
  
  

   

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven Security system llc installed equipment on 05/06/2023. Beginning on June 13, 2023 the equipment began to malfunction with a defect in notifications via on screen shot and text messages on my iphone. Up until this point the equipment was working accordingly.
  A technician was sent out on June 20, 2023. The technicain arrived at 8:00am and departed at 11:00am. After multiple attempts made along with technician manager located in facility location were unable to fix the problem. Notifications that did come through on screen shot after opened were live rather than what actually took place with the notifications. The TEXT MESSAGING was NOT FIXED AND NO text message notification would come through.
  The technician, myself, along with the technician manager verified that “ALL” settings on my phone were turned on accurately and accordingly. The technician agreed that it was not my phone or the ADT app and was unable to resolve the problem.
  
  The technician left without providing me with any sort of documentation for the service but, stated there will be correspondence sent to the office??
  
  I contacted Safe Haven customer service to cancel the service under their 6 month unfixable guarantee.
  They threatened me with a 75% cancellation fee and stated that it was my phone which, I can prove it is not my phone in addition too, as stated by the Safe Haven technician. The equipment was working on my phone until it did not and could not be fixed after 3 hours of attempts.
  
  I will not pay a 75% cancellation fee for their faulty equipment. This is fraud under the 6 month guarantee.

  

  Business Response

  Date: 06/21/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Alexander Colato. 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. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed and acknowledge the consumer’s concerns.

  After reviewing the complaint, the consumer entered into a thirty-six-month alarm service agreement with Safe Haven for ADT alarm monitoring services. Safe Haven did not find any evidence that would support the alarm services system has malfunctioned or has not been able to submit signals to and from ADT’s alarm monitoring stations that would deem the system inoperable. As an Authorized Dealer, it is Safe Haven’s responsibility to exhaust all efforts to help provide a resolution to the customer’s concerns. In the event Safe Haven finds an error to the system that is caused from factors outside our control, it is the consumer’s responsibility to adhere to the service technician’s advisement or allow troubleshooting steps to occur.

  During the service appointment, the technician contacted his manager in efforts to offer remote troubleshooting. The technician manager noted that multiple attempts were made to walk the customer through troubleshooting, however, the customer would not permit the technician to move forward with steps to help bypass security feature settings on the customer's phone. The technician manager was able to turn on push notifications features from the system and the customer began receiving previous notifications, but then the customer raised concerns over not receiving text messages. The technician manager advised that requires the customer to alter their phone settings to give permissions for specific software to provide different features like text messages, sharing, location, etc., but the customer declined and stated they wanted to cancel.

  Concurrent to the above the technician manager noted each time they began offer resolution options or walk the customer through details of permission settings, the customer would decline and demand to cancel the services. The customer did not allow the technician to complete a professional service assessment or full resolution options to the concerns listed within the complaint. The customer prevented the technician from leaving demanding that he provided something stating the system issues were not due to customer fault. The technician, nor the manager provided the customer with a confirmation that the system had been deemed inoperable or that the issues that were of concern were caused outside the customer’s control.

  Furthermore, the six-month money-back guarantee is an operational guarantee and not a satisfactory guarantee. In order to be eligible to enforce a warranted guarantee, the customer must permit Safe Haven to exhaust all efforts and comply with resolution efforts, including professional advisement given in efforts to troubleshoot. Additionally, the system itself has to be non-functioning or failing to provide monitoring signals to and from ADT’s monitoring stations without any tampering from the customer. In the event the customer tampers with the system and causes system errors or fails to comply with resolution efforts and wants to move forward with terminating the services, the customer would be subject to the contract terms outline for early termination. (See page 5, term 2)

  At this time, Safe Haven is unable to provide a penalty-free cancellation or a partial refund as requested. The customer’s alarm monitoring system is fully operational and submitting signals . The customer has capability to utilize the alarm monitoring services and the issues of concern are setting features that can be updated at the customer's convenience. Safe Haven encourages the customer to contact us directly if they would like to allow our technical support team to help troubleshoot steps on how to walk through their phone setting permissions to allow text messages. Should the customer wish to forego troubleshooting and want to cancel, the customer may contact Safe Haven to fulfill the fees associated with early termination. Safe Haven can be reached M***** ******* ******* * ** ** * ** central time. Thank you for your consideration.

  Customer Answer

  Date: 06/22/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
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  I am rejecting this response because:  The response to the complaint is invalid and falsified and cannot be supported by Safe Haven. The technician spent three hours of trouble shooting including the assistance of the manager to resolve any internal issues with the signals from the equipment to my phone without success for text notifications. The technician did have access to my to phone confirming all settings were on accordingly.  Further more, to confirm all settings were on for the Safe Haven App I have proof of receiving a text notification from ADT  to give the technician access to my account in order to troubleshoot the problem, in addtion too, receiving a text notification stating that no further configurations or changes could be made. If the signals for the 'EQUIPMENT" to my phone for "TEXT MESSAGES" was working as Safe Haven states, then any notifications from the equipment signals should have went through to "ALL" notification availability. Safe Haven continues say it is my phone and not a failure of the equipment signals or an internal issue that was unfixable.  The fact remains Safe Haven guaranteed a service for notifications through Email, Text MESSAGING and Screen shots.  The signal for their equipment has failed for text MESSAGES. The last one received was on June 13, 2023, which was the reason for the service call in the first place. The technician did state that there was a Safe Haven internal "pause" to the text notifications which could not be resolved. I stated to the technician that I would not pay for a service that is not working accordingly as it initially did and I would be cancelling the service.

  Safe Haven has failed to provide the services that was guaranteed for all type of notifications available to me. Lastly, I have proof from a video clip with the technician stating when departing  that " it is still not working on our end and that is where the problem is" which will be undisputable. The technician was well aware of the internal problem and made all attempts to resolve the problem without success. Therefore, Safe Haven has no recourse then to back up their 6 month unfixable guarantee.
  
  
  
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  Business Response

  Date: 06/29/2023

  Dear
  Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the rejection submitted.  Safe Haven would like to note, the customer
  has made erroneous allegations in reference to the actions Safe Haven has
  taken. Safe Haven’s response was valid and was not falsified, but supported by
  the terms listed within the alarm services agreement authorized by the customer.
  When the customer signed the contract, they authorized they understood the
  terms listed on pages 6-9, specifically terms titled as, “WARRANTY EXCLUSIONS” and
  “ALARM SYSTEM COMMUNICATION”, and “DELAYS”.
  Furthermore,
  the above-mentioned terms include the customer’s acknowledgement of the dealer not
  being responsible for any trouble in a telephone line, use of non-traditional
  telephone line or service (including but not limited to DSL, ADSL, VoIP,
  digital phone, internet-based phone, cellular, radio, etc.) A customer’s personal
  cellular device notification settings is outside of Safe Haven’s scope and does
  not pertain to the function of the operating system used to provide the alarm
  monitoring services, nor does it permit a customer a penalty-free cancellation.

  Additionally,
  the contract does not mention any guarantees regarding text messages. The
  services include; Customer
  Monitoring Center Signal Receiving and Notification Service for Burglary,
  Manual Fire and Manual Police Emergency. ADT Interactive Solution Services
  includes; Web Access, Supplementary Email Notifications. The information outlined
  above can be found on page 3 in the upper left-hand corner under “Services to be
  Provided”. The money-back guarantee the customer is specific to operations of
  the alarm monitoring services detailed above. Additional conditions preventing the normal
  system operations cannot be caused by the customer (e.g., internet/ cellular
  services) and if the customer is responsible for providing sufficient internet
  capabilities and unable to do so, they would be ineligible to enforce a service
  guarantee for money back or a penalty-free cancellation.

  At this
  time, Safe Haven is unable to provide a penalty-free cancellation or a partial
  refund as requested. The customer’s alarm monitoring system is fully
  operational and submitting signals to and from the alarm monitoring stations. Should
  the customer wish to forego troubleshooting and want to cancel, the customer
  may contact Safe Haven to fulfill the fees associated with early termination.
  Safe Haven can be reached ****** ******* ******* * ** ** * ** central time.
  Thank you for your consideration.