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:05/22/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/26/2023

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

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

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

  
  

• Initial Complaint

  Date:05/22/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/25/2023

  Dear Better Business Bureau,

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

   

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/26/2023

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

  Customer Answer

  Date: 05/26/2023

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

  

  Business Response

  Date: 05/30/2023

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

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

• Initial Complaint

  Date:05/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Customer Answer

  Date: 05/19/2023

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

  

  Business Response

  Date: 05/25/2023

  Dear Better Business Bureau,

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

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

   

   

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/23/2023

  Dear Better Business Bureau,

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

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

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

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

  Customer Answer

  Date: 05/23/2023

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

  

  Business Response

  Date: 05/25/2023

  Dear Better Business Bureau,

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

  Customer Answer

  Date: 05/25/2023

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

• Initial Complaint

  Date:05/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I obtained service with ADT Home Security in September or October of 2022 after purchasing my home. The installation took almost 15 hours which I told the company was unacceptable. The company that did the install was Safe Haven and they have been unprofessional and low quality from the beginning. I also reached out to them to share that I was unsatisfied with the service because it did not feel safe at all but almost as if a piece of tape was over the front door. The equipment was flimsy and work sporadically and the door lock was coming apart. I told them wanted to cancel and I returned all the equipment through *****. I started receiving harassing phone calls and one particular person said that contacted me shared that they needed proof of the equipment return which I had been telling the same person this information from the beginning and emailed the information. From there the person would make no other communication with me. I asked the question concerning if the equipment was what would happen with resolving the account and she said there was no indication that the equipment had been returned and I told her that I sent the email. I wanted to know if they expected to have all the equipment back and I still pay for the equipment as well. Now the company has sent my account to a collection company with no explanation as to what the expectations are and why they got the equipment and still are changing me for the service. The company is exhibiting poor business practices and fraudulent methods to obtain funding from consumers.

  

  Business Response

  Date: 05/15/2023

  Dear Better
  Business Bureau,Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ******* ******. Safe Haven sets a high standard for ourselves
  and are truly sorry to hear that this standard was not met in the customer’s
  experience with us. Safe Haven strives for excellent customer satisfaction and
  would like to extend our apologies for any and all frustrations the consumer
  has endured throughout this matter. After
  further investigation, Safe Haven was unable to find any evidence that would
  support the customer be owed any billing adjustments or correction to credit reporting.Upon review of the account, **** ****** entered into a 36-month agreement for alarm monitoring services on September
  26, 2022. Prior to the installation, **** ****** signed a customary work order
  authorizing Safe Haven to perform the installation of goods on September 23, 2022 and disclosed the term length of the agreement. When **** ****** accepted the terms, she was provided a three-day right of rescission period customary to all consumers
  outlined within the Notice of Cancellation document. The document referenced provides
  detailed instruction for a customer to exercise their right to cancel penalty
  free if chosen within an allotted time period. Per the contract, the Notice of Cancellation for the customer documented a
  timeline line that concluded no later than midnight of September 29, 2022.Following
  the installation, Safe Haven was not contacted by customer until December 5,
  2022. **** ****** requested for someone to come out to pick up her equipment and
  was advised by a Safe Haven support agent, she would be responsible for the early termination terms. A copy of the contract has been
  attached for the terms found on page 5 section 2 titled as, “EARLY
  TERMINATION OF THIS CONTRACT. Safe Haven attempted to provide the customer a quote of the fee, but
  when the support representative returned to the line the customer was no longer
  present. On February 1 2023, Safe Haven contacted the customer by phone and
  email to advise of the account status but were unable to reach the customer. Safe Haven didn't receive any return contact from the customer until February 21, 2023, during which she left a voice message
  disputing the terms of the agreement. An attempt to return the customer’s voice
  message occurred, but Safe Haven was unable to reach the customer. Safe Haven attempted to contact the customer
  additionally on March 8, 2023 and during the call the customer continued to dispute
  the contract terms surrounding early termination and the contract penalties. Safe Haven referenced the  reiterated to the customer that she was still subject to the terms of the agreement even if she physically removed the equipment because she entered into a contract that disclosed terms pertaining to her actions.At this time, Safe Haven is unable to release the
  customer from the contract penalty-free and the current collections status of
  the account is valid. When the customer agreed to enter into a 36-month agreement
  for monitoring services and failed to honor the contract, she was left with a
  remaining balance. The customer failed to utilize the designated rescission
  period to terminate services and is not eligible for a penalty-free
  cancellation. When the account termination completed, the early termination fees
  were assessed to the customer’s account for the remainder of the monitoring service agreement, not the equipment. Safe Haven encourages the customer to communicate
  with the collection agency directly to make arrangements for the outstanding
  balance owed. Thank
  you for your time. 

  Customer Answer

  Date: 05/18/2023

  I do not accept the response because I did reach out to them telling them that I was not happy with the installation within days and I contacted ADT who I thought I had service with but instead I was somehow working with this low quality company. This company knows they are doing low quality work and are running a scam which is represented in even their BBB scores. You have the equipment back and still want to pay for the equipment and service which I don't have. Even with your contract this is poor business practices and I called to ADT which who I was under the impression that was being contracted and paid to tell them how unhappy I was with the service more that a couple of times. What you all are doing to consumers is wrong and whatever has to be done to make people aware of how your company is taking advantage I am willing to do. No one attempted to contact me back and your ******** person stopped communication with me when I sent the emails and all you all were doing was having someone to call to try to bully and harass with scare tackets and threats. I reached out and was not contacted back and when I reached out to your collection company all they were doing is cutting me off and over talking before I can get two words out my mouth. It is a shameful scam and that's why I got your equipment out of my house bc I did not want the subpar service that was being offered. I will upload the communication just to show how unprofessional and ill intentioned your company can be.
  Regards,
  ******* ******
  

  

  Business Response

  Date: 05/18/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal
  response to the additional complaint to the previously closed case for ******* ******. Safe Haven would like to note that **** ******’s complaint initially
  stated her complaint was formed due to billing and correction to her credit
  report because “I told them wanted to cancel and I returned all the equipment
  through *****”. Additionally, **** ****** made false accusations against Safe Haven in
  regards to not being aware of why her account was in the current status or why
  she had a balance. The contract discloses the terms of the agreement ****
  ****** authorized she read and understood. Safe Haven has included the first call
  attempt recording the that occurred in December following the installation for
  your review. Safe Haven does not have any record of certified mailings, a
  Notice of Cancellation document, call logs, or notification from ADT of communication
  from Mrs .****** during the rescission period. Furthermore, the communication that has been referenced occurred well outside
  well outside of the rescission period. Ms. ****** authorized she read and understood
  the terms of the agreement including the terms of the rescission period that
  disclosed the all of the necessary information to terminate her services upfront
  penalty-free stated below.“IN ORDER TO CANCEL, BUYER MUST
  SIGN BELOW.
  YOU MAY CANCEL THIS TRANSACTION,
  WITHOUT PENALTY OR OBLIGATION, WITHIN THREE BUSINESS DAYS FROM THE ABOVE
  TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT AFFECTED BY COMMENCING SERVICES.
  BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR UNDERSTANDING OF THIS RIGHT.
  IF YOU CANCEL, ANY PROPERTY TRADED
  IN, ANY PAYMENTS MADE BY YOU UNDER THE AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT
  EXECUTED BY YOU WILL BE RETURNED WITHIN TEN (10) BUSINESS DAYS FOLLOWING
  RECEIPT BY THE SELLER OF YOUR CANCELLATION NOTICE, AND ANY SECURITY INTEREST
  ARISING OUT OF THE TRANSACTION WILL BE CANCELLED.
  IF YOU CANCEL, YOU MUST MAKE AVAILABLE
  TO THE SELLER AT YOUR RESIDENCE, IN SUBSTANTIALLY AS GOOD CONDITION, AS WHEN
  RECEIVED, ANY GOODS DELIVERED TO YOU UNDER THIS AGREEMENT; OR YOU MAY IF YOU
  WISH, COMPLY WITH THE INSTRUCTIONS OF THE SELLER REGARDING THE RETURN SHIPMENT
  OF THE GOODS AT THE SELLER’S EXPENSE AND RISK.
  IF YOU MAKE THE GOODS AVAILABLE TO
  THE SELLER AND THE SELLER DOES NOT PICK THEM UP WITHIN TWENTY (20) DAYS OF THE
  DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY RETAIN OR DISPOSE OF THE GOODS
  WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO MAKE THE GOODS AVAILABLE TO THE
  SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO THE SELLER AND FAIL TO DO SO,
  THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL OBLIGATIONS UNDER THE CONTRACT.
  TO CANCEL THIS TRANSACTION, CALL
  ************. YOU MAY ALSO CANCEL THIS TRANSACTION BY MAILING OR
  DELIVERING A SIGNED AND DATED COPY
  OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE TO:
  SAFE HAVEN SECURITY SERVICES INC  NO LATER THAN MIDNIGHT OF : 9-29-2022”

  In the event **** ****** wanted to terminate the services during the
  installation, it would have been at her discretion to stop the installation
  from continuing. If **** ****** had wanted to terminate the services following the
  installation within the rescission period listed above, she was given explicit instruction
  on what would be required and failed to do so. **** ****** disregarded the
  terms above and performed those actions on a later date at her own discretion. Safe
  Haven, nor the contract advised **** ****** to remove or return the equipment
  outside of the rescission period. To conclude, Safe Haven nor ADT received any written or verbal notice of
  cancellation within the listed time frames above. Any request to terminate
  services outside of the rescission period is subject to the terms of the
  agreement and currently stand. **** ****** has continued to express false accusations
  about Safe Haven and our business practices, but has failed to acknowledge the
  terms and conditions she authorized understanding, but failed to comply with.
  At this time, Safe Haven has addressed the additional remarks formed and we
  encourage the customer to communicate with the collection agency directly to
  make arrangements for the outstanding balance owed. Thank you for your time.

  Customer Answer

  Date: 05/22/2023

  [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:  None of the content of my complaint against this fraudulent company are false. The tactics that are used are unethical, manipulative, and harassing as detailed in the many complaints against this company that can be easily viewed on BBB and other internet outlets which I was not aware of until after I had already had horrible experiences with this low quality organization. I acknowledge that the structure of your services is designed in a way as to obtain business and funding in a dishonest manner from consumers and only providing the bare minimum service. Even the manner that your company is responding to this complaint is an indication of your aggressive and calculated tactics. You use methods to attempt to intimate the customer instead of practicing effective customer relations. I want to be released from any contract obligation with you all because my account was not handled in the right manner and I repeated reached out to say I was not satisfied with this service and did not want it because the install was horrible, the equipment was falling apart and barely working, I wasn't being helped, and it in no way felt safe for me and my family. Your company has not attempted to communicate with me except for attempting to bully. I answer my phone and return calls and respond if I receive any emails. If I am unable to answer a phone call it is because I am working and I make the return calls as soon as I am available. I have copies of emails, any voicemails, and communication. There has been no attempt to address me in a manner congruent to an integral company just some corporate strong arming as if it's some suited street gang who only will contact and respond from the beginning with scare tactics, aggression, and strong speech like you want to come to my door with violence. I do not wish to engage with that type of business which is why from the beginning I have said that the company does not meet my standards and from the beginning it has been this same type of interaction each time. No matter what happens with this consumers should be aware of the degree of service that this company chooses to offer. Thankfully, if I desired to comply with paying for the poor malpractices of services I have the funding to do so but feel it is about the entire principle of how my account has been handled and how I have been treated as a former customer. Not every customer would immediately have the funding to pay this rediculous fee when service was not given in an honorable manner and the customer was not listened to but ignored and bullied. That is what makes what you all are attempting to do to me as a customer so completely wrong and I want to ensure that consumers are aware of the character of this company and hopefully before they enter into any business dealings with this low rate company. You all have created a circumstance unnecessarily and you do not need to be in business at all because you do not provide real security and safety nor do you show any well-rounded character in business with sad customer service that just feels like a bunch of people waking up every morning angry and ready to swindle. Regards,  ******* ******

• Initial Complaint

  Date:05/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/15/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by **** ******. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the customer has endured throughout this matter and would like to thank the customer for their continue patience overall. Safe Haven would like to issue additional gratitude to the customer for bringing this matter to the Better Business Bureau so that we are able to take the necessary steps internally to help prevent future errors from occurring.

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

  Customer Answer

  Date: 05/16/2023

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

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/09/2023

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by ****** *****. Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven has contacted the consumer
  to extend our apologies for all frustrations the consumer has expressed and have
  initiated an internal investigation regarding the actions described. We thank
  the consumer for taking the time to explain their experience so that Safe Haven
  can take the necessary steps to investigate this event. Thank you for your
  time. 

  Customer Answer

  Date: 05/09/2023

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

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 05/03/2023

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

  

  Business Response

  Date: 05/08/2023

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

• Initial Complaint

  Date:05/02/2023

  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.

  still waiting on my "free" doorbell and they are billing my debit card despite not fulfilling their contract. They lie
  and tell you that there is no contract and you can cancel anytime but they want a 75% early termination fee.
  
  I want to cancel my order. ASAP

  

  Business Response

  Date: 05/04/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s
  (“Safe Haven”) formal response to the complaint made by ******* *****. Safe
  Haven Security sets a high standard for ourselves and are truly sorry to hear
  that this standard was not met in the consumer’s experience with us. Safe Haven
  would like to extend our apologies for all frustrations the customer has
  endured throughout this matter.
  After reviewing the customer’s complaint, Safe Haven would
  like the opportunity to acknowledge and address the concerns listed within the
  complaint. *** ***** authenticated his electronic signature on a thirty-six-month
  agreement with Safe Haven for the alarm services agreement with ADT. When *** ***** authenticated his signature, he utilized the security encrypted 4-digit
  pin code known only to him to place his electronic signature. Safe Haven allows
  all of our customers to review the terms of the agreement immediately once the signature
  is verified. In the event there are any discrepancies found, the customer may utilize
  their customary rescission period to enforce a penalty-free cancellation if
  chosen. When *** ***** completed his signature, he confirmed that he authorized
  and understood the terms
  and conditions of the agreement, specifically the term length and cancellation
  conditions.
  Additionally, Safe Haven would like to thank the consumer
  for their patience and understanding while we work towards resolving their
  concerns. Safe Haven has spoken with *** ***** and have scheduled a return trip
  = to install the remaining doorbell camera included in the sales package
  promotion. We appreciate the customer’s time and thank the Better Business
  Bureau for all Safe Haven to help provide the customer with a resolution to the
  complaint. Thank you for your consideration.