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:05/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When trying to contact them every person I talk to gives me the run around. I called to change billing and had to call adt directly. Somehow adt had two cards on file and can’t seem to understand use this card when told specifically. Then when calling safe haven it was really hard to get ahold of someone then they were rude to me about billing and stated they won’t help me with it. I don’t understand why I’m being billed twice and it seems like they can take out whatever they want out of my account. Maybe if people were not so rude so we can figure out why and it can get resolved. But straight refusing to help is definitely not the way to go. It feels as if I’m being robbed with no one to help me. I want to know why I’m being charged over the contract amount and someone to help me fix it. If they can’t help I want to know about cancellation help because I can’t be getting robbed of money out of my account.
  
  
  So when I had my equipment installed the technician stated to my husband, my roommate and myself that when I get my new doors call and no charge to move sensors. When I called I was told I would be charged for this, then explaining what I was told the lady was even more rude and refused by saying I would be charged. I would like to have a company who stands behind what they say they are going to do and come back out without charge for two sensors.

  

  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 is an Authorized Dealer of ADT, licensed to sell and install ADT monitoring services. As per the contract terms, Safe Haven does not have any jurisdiction over monthly monitoring or monthly billing. Safe Haven most recently advised the customer the information above on May 1,2023 with an early termination fee quote upon the customer's request. A copy of the quote has been attached for your review. Should the customer have any concerns regarding system servicing fees, Safe Haven encourages the consumer to review page 7, term 10. "EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)". This term discloses the rate in which fees are assessed when a customer requires servicing excluded from the QSP in relation to the labor rate for each service call being at the discretion of the dealer ( 'Safe Haven').At this time, Safe Haven ask that the Better Business Bureau redirect/ reiterate the information above regarding the isolated billing complaint to the company that assessed the fees detailed within the complaint concerns. The company responsible for the "127 dollars" in questions is listed below, thank you  Safe Haven sets a high standard for ourselves and are truly sorry to
  hear that this standard was not met in the customer's experience with us. Safe
  Haven would like to extend our apologies for all frustrations the customer has
  expressed and appreciate the opportunity to acknowledge and address the customer's concerns.The customer may contact Safe Haven at ************ if she would like to move forward with scheduling a service appointment with the associated fees. Should the customer wish to forego scheduling and want to terminate the services, she would be subject to the contract terms. 

• Initial Complaint

  Date:04/28/2023

  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.

  On 4/21, Safe Haven ADT tech came to install. Tech only had time to setup the door/window sensors before leaving. He advised that he was too busy and 1st appointment is 4/24 at 12 pm. Tech did not show for appointment. He called hours later to reschedule for 4/26 at 12pm. He installed my outdoors cams. 1 camera was not activated. When leaving, he advised for me to call tech support to see if they can get the camera working. I unsuccessfully ADT tech support to get the camera working. 4/26 was the first day to even have all of the equipment in my possession. I was frustrated after 3 appointments (1 tech no show), having to trouble shoot equipment myself, and ADT tech support just continuing to try to transfer me to Safe Haven tech support because I didn’t setup directly through ADT.
  On 4/26/23 (the 1st day I even had all equipment at my house), I contacted ****** *******- my Safe Haven concierge. Advised him of what transpired and requested to cancel my account with a full refund. I paid $1610.76 up front for the equipment and $64.94 for this first month of service (total of $1675.70). ****** advised that only a manager can cancel and account and that he will put in a ticket to have someone reach out to me.
  I sent ****** reminder emails on 4/26 and 4/27-no response. I called him on 4/28 and sent another reminder email. 4/28, Houston- the manager- called and advised that had I called 1 day prior I could have gotten a refund. Since I am past the 4 day grace period, my only option to cancel is to pay additional Early Termination fees. I advised that if the tech would have shown up for install on 4/24, I would have called then to cancel. It’s not my fault the tech didn’t show up. I cannot be dissatisfied with equipment/services that I don’t have installed yet. If they are going to hold customers to a 4 day return policy, then they need to ensure that all services are installed within this time frame. He was unwilling to provide a viable solution.

  

  Business Response

  Date: 05/03/2023

  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.
  Safe Haven would like to thank the consumer for allowing Safe Haven to remove
  the cameras installed currently at the residence. Safe Haven will be
  downgrading the services package and providing two months’ worth of additional
  compensation to the customer for her experience. Safe Haven would like to issue
  additional gratitude to the Better Business Bureau for bringing this matter to
  our attention and allowing us to provide the customer with a satisfactory
  resolution.

  Customer Answer

  Date: 05/07/2023

  [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:
  I asked specifically about my 2 cameras being refunded for $349 each. I was advised they would both be refunded. I only received a credit for $377.79- this would only be for 1 camera. I understand that ******** provides a credit to equipment, but I still have door/window sensors that total well above that credit amount that is provided. I would like the compensation for both cameras. 2 cameras were taken and 2 cameras should be refunded. I would like a return phone call to discuss. 
  Regards,
  
  ******* *******-******

  

  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 rejection. Safe Haven issued the consumer the correct amount of refund in addition to the$119.98 for two months’ worth of services. An itemized invoice has been attached for your review. Safe Haven would like it noted that the customer was only charged for one (1) camera and was refunded for it on May 5,2023. At this time, there is no further action required by Safe Haven as we have acknowledged and addressed the concerns of the complaint. Thank you for your time. 
  
  

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were solicited to have safe haven to install free equipment which included everything that was suppose to be free and the only thing we purchase was out door camera over the garage and everything else was considered free equipment. Going over the contract we had three days to resend. The three days was used up by the technician due to him putting the door bell in last and it did not work and he stated that he needed to get a part and it would take three weeks for the part to arrive. We could not get in contact with anyone to inform them that we were not satisfied with the services. We called a couple of times and emailed with this three day resend. We could not get Nathan to call us back he is the person who solicited us. He did not respond. All our efforts to stop this was ignored. The technician came out on a appointment that we did not make he made the appt. and did not verify that with us. Why would we schedule a appt when we would be out of town. He was very rude. We set a date but he did not arrive, but he came three days later unannounced he brought the part in, and according to his body language he know the part would not work. The technician called home office and then stated that the part would not work and that I would have to get a electrician and I would have to buy another chime system. At this point I felt like he should have installed the door bell in first, and the technician did not install our door bell back on. We did decided that we no longer wanted the equipment. We would like to cancel the services and ADT has already agreed to cancel the services. We would like to cancel services with Safe Haven, and come get the equipment.

  

  Business Response

  Date: 04/28/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Kevin ****. 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. After reviewing the complaint, Safe Haven did not find any evidence that supported the customer was refused the ability to terminate his services. Mr. ****’s account is currently pending cancellation and is set to complete on May 10, 2023.
  In response to the details of Mr. ****’s complaint, Safe Haven addressed Mr. ****’s allegations on several occasions. Mr. **** has issued request through mediation platforms from ADT’s Presidential cases and through his own legal representation. The consumer has been advised he is not eligible for a penalty-free cancellation, but may cancel his account with the associated fees. Mr. **** entered into a thirty-six (36) month term alarm service agreement on September 23, 2022. Within the contract, the “Important Terms and Conditions” discloses the consumer’s responsibilities for providing sufficient internet capabilities within the warranty terms outlined on page 7.  The early termination terms can be found on page 5 term 2 under “EARLY TERMINATION OF THIS CONTRACT”. A copy of the contract has been attached for reference.

   Furthermore, Mr. ****’s home was not wired to support a doorbell camera. Safe Haven advised Mr. **** the same day of the installation we would have to utilize alternative devices. The customer also spoke with Safe Haven in length about the contract with our customer support team the same day the installation occurred. The consumer had the ability to terminate the services within the rescission period and could exercise at their own free will.  Safe Haven would like it noted that we did not fail to complete the services agreed upon for the home. The customer’s home was not compatible with the equipment Safe Haven provided. In the event a customer is advised the equipment is not compatible with their residence, Safe Haven will provide the customer with the steps needed to ensure the electrical/ internet services required for the function of the device are sufficient. Should a consumer refuse to do so, Safe Haven will allow the consumer to downgrade services/ swap for compatible equipment.
  
  Additionally, Safe Haven would like to note the installation occurred on 9/23/2022 and a return trip was scheduled for 10/10/2022. Mr. **** failed to be present for the return trip scheduled for 10/10, further prolonging Safe Haven’s ability to provide alternative options for the doorbell camera. Prior to that,
  Mr. **** had a copy of the contract in his possession during the rescission period. At any point during the rescission period, Mr. **** could have enforced his right to cancel penalty-free and failed to do so.
  Lastly, Safe Haven spoke with the customer on December 15th,2022 and attempted to provide resolution efforts. Safe Haven informed Mr. **** he would need to hire an electrician to install the appropriate wiring and replace the high voltage doorbell unit in order to support the functionality of the doorbell camera. Safe Haven’s resolution efforts and advisement were disregarded because the consumer was adamant about being awarded a penalty-free termination.  Safe Haven did not find any evidence supporting the allegations in reference to the contract being stolen. The consumer entered into a thirty six (36) month agreement with Safe Haven for ADT alarm service monitoring. Safe Haven provided all of the necessary documents to Mr. **** to review at his own discretion. At any point during the rescission period, Mr. **** could have enforced his right to cancel penalty-free and failed to do so. The account in question is pending cancellation and is subject to the contract terms. Safe Haven encourages the consumer to contact us directly to make arrangements for the balance to avoid potential collections. Safe Haven can be reached Monday-Friday, 8 AM- 7 PM central time. Thank you for your consideration.
  
   
  
   
  

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired ADT in October of 2022. They said my monthly bill will be $65. You are forced to sign the contact over the phone. Then the technician comes to your home and you find out its Safe Haven, not ADT. They say you owe them $4K. My system has not worked since the day it's been installed. I have had 5 technicians come to my home, 6 if you include the original installation. As of today 3.17.23 ADT will not let me cancel because they say I am breaking the contract that I signed. Its the other way around, ADT / Safe Haven broke the contract that I signed because their equipment does not work. If the equipment worked, I wouldn't be trying to cancel. I want a security system but I want one that works.
  My main reason for wanting to cancel with no penalties to me is because I physically had someone try to break into my garage. I punched in my panic code and yet ADT never called me nor did the police show up. When I called the police, they said since ADT dispatched them they didn't take it seriously because that is how many false alarms they have. I was told by the police next time, I need to physically call 911 in order for police to come. This completely voids the purpose of having this system. The only reason why I wanted ADT was so that I can punch in a distress code and nobody but myself and ADT knows that I did that when in turns allows ADT to call the police so I don't have too.
  I have been very polite, I have had HOURS on phone calls, visits to my home, emails, text messages and yet they refuse to help me or stand behind their product. I have had to take 5 vacations days that I should have spent with my family so that I can be home for a technician to "try" to fix the issues. ADT says the burglar system needs to be inoperable in order for me to cancel, The definition of inoperable is, "not able to be suitably operated on". Well my system does not work properly and yet I am expected to pay them every month? I need help, please help me!

  

  Business Response

  Date: 04/24/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by Lindsay Hall. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has expressed and would like the opportunity to acknowledge and address the consumer’s concerns. After reviewing the account, the consumer entered into a thirty-six (36) month agreement with Safe Haven for ADT alarm monitoring services on October 10, 2022. Safe Haven would like it noted that the consumer did not enter into a contract over the phone, nor was she forcibly required to enter into a contract over the phone. Safe Haven conducts a verbal authorization recording from the consumer prior to the installation in order to build the account and ensure the customer agrees for Safe Haven to access their credit. Within the consumer’s verbal authorization recording, the sales representative distinguishes the different between Safe Haven and ADT by referencing ADT by name and discussing documents the consumer may direct towards ADT following Safe Haven’s licensing team email delivery. The communication captured not only disproves the consumer was not forced, but was also clear she was not speaking with ADT directly.
  First and foremost, Safe Haven only utilizes electronic contracts with security encrypted signature authentication. This consumer did not sign a contract until a technician installed services at the residence on October 10, 2022. Safe Haven allows all of our customers to review the contract at the time of the installation when the consumer authenticates. The consumer is also provided the contract instantaneously from the moment it’s authenticated with their signature through their designated email address. Once received, the consumer enters a 4-digit code only known to them to enter into the electronic document provided to them at the installation.  When the consumer was provided the document, she authorized that she read and understood the terms of the agreement. As a consumer, it is their responsibility and discretion to review the terms and conditions, specifically, those provided by Safe Haven.
  Additionally, page 6 discloses terms that govern the requirements to be upheld by the consumer in addition to safe haven. The terms in reference to the concerns listed within consumer’s complaint state the following,
  “8. INSTALLATION. The equipment that Dealer installs under this Contract may be new or refurbished. In order for Dealer to install and service the equipment listed on this Contract, I agree that: … (E) I will pay for and provide compatible Internet connectivity, if applicable;”
  11. WARRANTY EXCLUSIONS. THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: (E) loss or disruption of Internet connectivity;
  18. ALARM SYSTEM COMMUNICATION. I authorize Dealer to request service from a telephone, wireless or other communication carrier under this contract (referred to as “Telephone Company”) to transmit signals between My alarm system and Dealer’s alarm monitoring. The Telephone Company’s liability is limited to the same extent as Dealer’s liability in Paragraph 5 of this contract. Dealer will not receive alarm signals when the communication mode is not operating or has been cut, interfered with or is otherwise damaged, or if the alarm system is unable to acquire, transmit or maintain an alarm signal over My communication mode for any reason. If Dealer determines in its sole discretion that My communication mode is or later becomes non-compatible, or if I change to another communication mode that is not compatible, then Dealer requires that I use an alternate mode of communication acceptable to Dealer as the method to connect the alarm system to Dealer’s alarm monitoring. “
  
  Concurrent to the above, Safe Haven provides supplementary devices (e.g., doorbell cameras) with different features that connect with the operating system of the alarm monitoring services. Supplementary devices do not prevent the alarm monitoring services from operating or interrupt ADT’s ability to receive signals to and from the ADT monitoring stations, but they do require sufficient internet connectivity for their standard operating functions. Each consumer is responsible for obtaining compatible internet connectivity sources in order for the function of supplementary devices. In the event a consumer is unable to do so, Safe Haven is not liable for features that are interrupted by the lack of internet connectivity within the residence and are not able to be deemed inoperable.
  Secondly, Safe Haven was notified by ADT on October 13, 2022, that the consumer had advised them the following,
  “My technician came out to install, then came back out a few days later to reset the signals? Now I can't view my doorbell camera. There are times where I can but most of the time it times out saying sorry we're having trouble.”
  Safe Haven attempted to contact the consumer on 12 separate occasions from October 24, 2022, through November 11, 2022, without any follow-up communication from the consumer. The consumer confirmed on November 14, 2022, to permit Safe Haven to return to her residence on January 10, 2023. Due to the length of time, Safe Haven sent an additional Quality Assurance email to the consumer on November 28, 2022, to check on the status of her account and operating function of her system. Safe Haven did not receive any return communication from the consumer, so three additional contact attempts were made through December following the quality assurance email on November 28, 2022. The consumer responded to Safe Haven on December 20, 2022, and requested to be service on January 3,2023.
  Moreover, Safe Haven’s service technician contacted the consumer prior to the arrival to confirm the 8 AM appointment time. A few minutes later, the consumer sent a text advising they would need to reschedule the appointment to January 10, 2023. During the service appointment, the consumer advised the doorbell wouldn’t always show video and would sometimes have a long delay between when the camera would trigger a detection. The signal strength of the cameras was between 88 and 92 percent and after the technician checked the signal strength several times, he had the consumer power cycle the modem and router and the signal strength went up to 96 percent. Safe Haven’s technician confirmed the doorbell camera was functioning and that the consumer had full visibility of the camera prior to leaving the residence.

  Furthermore, Safe Haven received an additional inquiry from the consumer over 30 days later on February 24, 2023, advising that her doorbell camera was not recording individuals entering and leaving her residence. A service appointment was scheduled and completed the following day. During the visit, the technician advised the consumer the delay they were experiencing could be due to the Wi-Fi and advised her of purchasing an eero device to help boost the signal. The technician changed out the doorbell and changed and a door contract before leaving the residence.
  In last, Safe Haven returned to the residence a third time on March 3,2023, after the consumer notified ADT about police dispatch and mentioned continuous issues with not receiving notices from the doorbell cameras. A Safe Haven technician verified all settings on the camera to ensure the consumer received notification when the distress button was hit and when the camera detected motion. Following the visit, the consumer contact Safe Haven on 3/9/2023 and requested to terminate the services penalty-free. Safe Haven advised the consumer the cameras had not been deemed inoperable nor caused an interruption of the monitoring services to be eligible for a penalty-free release. Safe Haven’s technician manager also made additional attempts to provide resolution to the consumer’s concerns and all were either declined or not acknowledged. At this time, the contract terms stand. Safe Haven did not find evidence to support the consumer's claims of being forced into the contract, that five service visits occurred or that there is any supporting evidence reflecting that the consumer's operating system should be deemed inoperable. If the consumer would like to terminate services, she would be subject to the contract terms as internet connectivity and the function of supplemental devices are under the responsibility of the consumer, not Safe Haven.

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had ADT and security installed in October and in December my back camera quit working and when I called them they sent out a tech and charged me $63 because their first tech had not installed it properly. Now here we are and my alarm system won’t set when I’m away. I’ve talked to them once and they tried to fix it over the phone. I came home again today and now it’s still not working again and now they want to charge me again to come out and fix something that’s wrong with their equipment. I don’t feel I should have to pay for their equipment that doesn’t work. I would like to have the stuff out of my house or at least have my contract voided with them because they are terrible business people and I feel I’m paying for something that doesn’t even work.

  

  Business Response

  Date: 04/29/2023

  Dear Better
  Business Bureau,

            Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by Kimberly Driscoll.  Safe Haven Security sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the consumer’s
  experience with us. Safe Haven would like to extend our apologies for all
  frustrations the consumer has expressed and acknowledge the consumer’s
  concerns.
            After
  reviewing the account, Safe Haven contacted the consumer by phone and email
  regarding the concerns listed in the complaint to offer a service appointment
  with fees waived.  On April 28, 2023, Safe Haven left a voice message requesting
  the opportunity to schedule a service to assess what additional steps would be needed
  to provide a resolution. The consumer returned Safe Haven’s call and advised she
  needed to apologize because the complaint was misdirected towards Safe Haven instead of ADT.The consumer advised she was able to conclude that the system
  was disarming via Bluetooth when she approached her residence and that she no
  longer needed any other assistance at this time.
              Safe Haven would like to thank the consumer
  for providing clarity to Safe Haven on this matter. We appreciate the consumer
  confirming this matter has been resolved and that she is satisfied with the
  function of the system. Thank you for your review.

• Initial Complaint

  Date:04/21/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven is suing me for a breech of contract. We bought a security system worth more than $3,000. The sales representative told us that when we move to leave the system there. We moved about 7 months later and did just exactly that. The stipulation to get out of our contract was the new owners must also sign up with the security service. The new owners do now have ADT services. We were not informed they had to call Safe Haven to get their ADT service. When we were contacted about terminating services and being required to pay the remainder of the contract, we asked for a credit for the equipment that we were told to leave in the home, and we asked to end our contract since the new owners have ADT. They refused to give us a credit or end our contract and decided to sue us instead.

  

  Business Response

  Date: 04/24/2023

  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 Safe Haven account listed under ****** *****.  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 acknowledge the consumer’s concerns and address the allegations made within the complaint.

  First and foremost, Safe Haven provides all consumers with the opportunity to review the terms of the agreement during and after it is entered into. This consumer authorized a 36-month agreement with Safe Haven on February 5,2022. Safe Haven did not find any evidence that there was any improper conduct performed at the installation, or the collection of necessary documents required to be authorized by the consumer when services were obtained.

  Additionally, consumer was provided the contract instantaneously from the moment it was authenticated with their electronic signature through their designated email address. The consumer was provided a legal document that required their authorization to have read and understood the terms included. As a consumer, it is their responsibility to review the terms and conditions of the agreement at their discretion, specifically, the terms governing early termination (see page 5, terms 2 “EARLY TERMINATION OF THIS CONTRACT”).
  Secondly, Safe Haven has attached the courtesy exceptions available to the consumer at that time outlining amended terms for the consumer to utilize in order to avoid penalties. Not only did Safe Haven send explicit details outlining whom their new buyers should contact, but most importantly (in relation to the complaint) who not to contact. The details of the amended terms further disprove any statements mentioned within the initial complaint of the consumer being unaware of whom their buyers were to be referred to.

  Furthermore, the additional equipment purchases the consumer referenced is a separate transaction through a financing platform Safe Haven has no authorization over. A consumer may keep, relocate or dispose of equipment previously purchased at their own discretion. Safe Haven does not provide credit or provide any refunds or returns of used equipment after the designated rescission period referenced on page 10 of the contract.

  In last, Safe Haven made multiple attempts to assist the consumer beginning on September 1, 2022, until the account was turned over to an outside agency on October 24, 2022. The consumer agreed to fulfill 36-months of monitoring services prior to any amended terms were offered and authorized they understood early termination fees would be assessed in the event they breached the contract. Safe Haven provided courtesy relocation options in addition to the contract that the consumer failed to abide by which resulted in the owed balances the consumer has sent a complaint on.

   At this time, the balance of the agreement and the additional equipment purchased by the consumer or valid and not eligible for a refund.  The consumer was not advised a credit or refund would be given for used equipment purchased through the financing platform, nor did Safe Haven imply the new homeowners could obtain services through any outlet in order to prevent the original account holder being subject to the early termination fees. The status of the consumer’s account balance and collections status stand. Moving forward, Safe Haven encourages the consumer to contract the outside agency to make arrangements for the balances due.

  Customer Answer

  Date: 04/30/2023

  [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:
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:04/20/2023

  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.

  Alarm continues to go off with no apparent fire. Being told off issues with placements of devices. Would like them to take responsibility for the issue with no charge for service's.

  

  Business Response

  Date: 04/20/2023

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

  

  Business Response

  Date: 04/20/2023

  
  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s formal response to the complaint made by Mr. ****** on behalf of the account associated with the account holder, ******* ******. Safe Haven has not been notified of any services issues since the last service trip to the residence on February 1,2023. Safe Haven’s customer support team will contact the customer to schedule a service appointment with the associate fees. Safe Haven encourages the customer to contact Safe Haven at ************, Monday- Friday 8 AM to 7 PM central time at their convenience for any service request. They may also contact us by email at c******************************* ***** *** *** **** **************

• Initial Complaint

  Date:04/20/2023

  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.

  Became a Safe Haven customer in 10/2021. With our new home we were given security equipment. Our contract was to stay with Safe Haven for about a year and the contract goes to ADT after. Before our contract was up with Safe Haven ADT pretended that Safe Haven was a scam company who sold us broken equipment without saying it was Safe Haven. I had just gotten out of a coma less than a month before due to cardiac arrest. So ADT shows up and TAKES OUR EQUIPMENT WE GOT FROM SAFE HAVEN installs new stuff and then tells us we're not ADT customers.
  I called Safe Haven and they said "this happens all the time and no one will do anything because unless I hire a lawyer what can you do". So they admitted they let ADT steal my contract. They admit ADT stole my equipment leaving me with over $4000 in charges when I was their customer.
  Safe Haven reps told me over and over on the phone that "they will stop this because they are sick of ADT doing this". After a week Safe Haven stopped and said "we lose your contract in two more weeks so we're not going to help anymore."
  Safe Haven admits their customers get defrauded by ADT via their own contracts and they allow it to happen. Someone from ADT stole my account and Safe Haven gets a kickback for it. Now again, this is their employees on their "recorded calls" so proving any of this is very easy.

  

  Business Response

  Date: 04/28/2023

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint made by ******* *****. Safe Haven 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. After reviewing the allegations made, Safe Haven did not find any evidence supporting the allegations in reference to the contract being stolen. The consumer entered into a twenty-four (24) month agreement with Safe Haven for ADT alarm monitoring services on February 10, 2021.

  Additionally, the contract gives a full disclosure on the first page of the agreement outlining the terms of ADT’s acceptance of the contract. The information is located underneath the section titled, “AUTHORIZED DEALER IS NOT AN AGENT OF ADT”. Safe Haven would like to extend our apologies for all the confusion and frustrations this matter may have caused the consumer. Safe Haven has acknowledged the consumer’s concerns and encourage the consumer to communicate with ADT directly to ensure their concerns are addressed. Unfortunately, Safe Haven does not have any say over ADT’s actions and the consumer would need to direct their inquiry to ADT. A member of our builder concierge team will be reaching out to the consumer directly to provide any additional assistance within our capacity to do so. Thank you for your consideration.

  Customer Answer

  Date: 04/28/2023

  Complaint: ********

   I am rejecting this response because:  Safe haven told me their calls are recorded if this is the case that would contradict them telling me they are aware ADT did it and would assist me their response is untruthful

  
  Regards,
  
  
  
  ******* *****

  

  Business Response

  Date: 04/28/2023

  Dear
  Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the rejection. Safe Haven has acknowledged the customer’s concerns,
  stated the facts of the contract terms authorized by the consumer and explained
  the details of the terms to emphasize the actions that have been taken are well
  within the authorized terms. At this time Safe Haven has acknowledged the
  details outlined within the agreement to help provide clarity regarding the
  allegations made against ADT that are well within their right as the contract
  holder. Should the consumer have any additional questions, he will need to
  address them to ADT. 

  Customer Answer

  Date: 04/30/2023

  Complaint: ********
  
  I am rejecting this response because:   You informed me you are aware this happens. You told me this happens
  all the time with you and one of your employees said this is common. I
  am accusing you and ADT of ripping off customers. I am prepared to go
  farther than you are. Do not tell me you know this happens and then tuck
  and run. I was defrauded and I was your customer and you didn't help
  me. I am not dropping this. You are part of this and again, I am not
  dropping this. I am accusing you of fraud. Period. You lied to me over
  and over on the phone. I can prove every time we spoke with call logs.
  You're getting called out for lying.  
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 2 2023 signed up for "free" installation of ADT security. Door to door salesman talked me into it. I told him I don't use computers and I'm an old woman. It didn't sound like there were any risks so I agreed. No talk of the contract. I absolutely hate it and they won't break the 3 yr contract unless I pay $1,000. Fee. Scammers!

  

  Business Response

  Date: 04/19/2023

  Dear Better Business Bureau,  Please
  accept this as Safe Haven Security’s formal response to the complaint made by
  ***** *******. Safe Haven sets a high standard for ourselves and are truly
  sorry to hear that this standard was not met in the customer’s experience with
  us. Safe Haven would like to extend our apologies for all frustrations the
  customer has endured throughout this matter. After reviewing the account, the
  customer entered into a thirty-six (36) month agreement with Safe Haven for ADT
  monitoring services on February 4,2023.  First
  and foremost, Safe Haven allows all of our customers to review the terms of the
  contract at the time of installation and after, specifically the length of
  terms for the agreement. Safe Haven did not find any evidence that there was
  any improper conduct when the necessary documents were collected at the installation
  and prior.  Safe Haven It is the
  consumer’s responsibility and discretion to review any legal documentation
  provided and received additional confirmation from the consumer verbally. Safe
  Haven utilizes electronic signature to capture the consumer’s authorization on
  to the electronic document. When the consumer signs the contract, they are
  presented an electronic document on a mobile tablet with the technician. This
  information is authorized by the consumer inputting a four-digit code sent to
  them through their designated email address to authenticate an electronic
  signature. Safe Haven also collects a work order prior to the installation in
  order to authorize the equipment to be installed and a summary of the services
  and terms being installed. When both documents were signed, the consumer authorized
  she read, understood and agreed to the terms within both.                                                                       Secondly,
  each document records time stamp and date analytics of when the consumer received,
  reviewed, and signed each. As a consumer, it is under their responsibility and
  discretion to review any legal document provided to them that requires their
  authorization in writing. The consumer was informed prior to the installation of
  the thirty-six-month agreement and further authorized she understood those
  terms when she completed not one, but two written documents that disclosed them.                                   Additionally,
  Safe Haven provided a three-day right of rescission period for the consumer to
  exercise utilizing the Notice of Cancellation document. The document referenced,
  outlines the steps to exercise the right to cancel penalty-free within a designated
  recission period. Safe Haven did not receive any objection to the contract or
  the terms of the agreement until over two months past the rescission period on April
  18, 2023. Page 5 section 2 titled as, “EARLY TERMINATION
  OF THIS CONTRACT” states,

            “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY  FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS                 INITIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES…  THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”   At
  this time, Safe Haven is unable to release the consumer from the contract penalty-
  free. Safe Haven provided the consumer all of the necessary information upfront
  outlining the terms of the agreement in detail. The consumer was also provided
  a rescission period to exercise a penalty-free cancellation and failed to do
  so. Should the customer wish to move forward with her cancellation request, she
  will be subject to 75% of the remaining balance of the contract. If the
  customer has any additional questions, we encourage her to contact Safe Haven. Thank
  you for your consideration.

• Initial Complaint

  Date:04/18/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 04/19/2023

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