Business Profile

Security System Monitors

Safe Haven Security Services, LLC

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
This business profile reflects national complaint activity

Complaints

Customer Complaints Summary

516 total complaints in the last 3 years.
102 complaints closed in the last 12 months.

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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:11/28/2022
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.
Salesman was respectful, and explained ADT was better than current security devices, even installed application on my phone, but did not include an indoor camera in my package (I got my own) Installer was respectful but his advice on placement of devices and cameras, seemed more important than my suggestions. Within two weeks alerts from ADT had been sent to my phone, but when application was opened to see who was setting off doorbell camera, I would see the system was not responding. Each time I seen that the system was not responding I took a screenshot, called customer service, had system rebooted, but continued to see the same system not responding. Payment arrangements I authorized for 24 to 48 hours did not occur when requested and tried to charge a higher amount. I spoke with customer service and explained to them how a cheap deer camera did a better job when it picked up movement when ADT just didnt seem to work. When I asked customer service to explain why they had an ADT application installed on my cell phone that always monitored the location of my cell phone, someone with a respectful Accent could not provide a reasonable answer. After long wait time on the phone and a request to stop service, I felt as if I was scammed by giving it a month to improve, or amount of bill to be reduced. A request to have system removed, stop email and phone calls have all been ignored, and a collection agency is requesting two thousand dollars, asking me to pay for Free package that does not work properly, and breach of contract. I don’t want no refund, But no outstanding balance either, Most importantly why does ADT cell phone application need to always know the location of my cell phone, but can’t keep their equipment in a customer sastifaction working order. Please help ADT improve
Business Response
Date: 11/27/2022
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 12/09/2022
Dear Better Business Bureau,

Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by Anthony *******. After reviewing the account, the consumer entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on August 17th, 2021. Prior to the installation, Safe Haven collected an additional electronic signature from Mr. ******* on August 14th,2021 agreeing to the terms and conditions to obtain the services for ADT monitoring through Safe Haven Security. The document details of the equipment package agreed upon with the sales representative, the upfront cost, the billing method to be used for the services, and the distinction of the agreement being with an Authorized Dealer. Safe Haven allows all of our consumers to review the terms of the contract at the time of installation and after.
The consumer is responsible for reviewing any legal documentation that requires their signature at their own discretion. Safe Haven provided Mr. ******* terms and conditions, specifically, for the installation of the services provided by Safe Haven Security. Safe Haven provides a three-day right of rescission period for all consumers outlined within the Notice of Cancellation document. The document provides detailed instruction for a consumer to exercise their right to cancel penalty free if chosen. Mr. *******’s rescission period ended on August 20th, 2022.
ADT notified Mr. *******’s account had fallen delinquent in January of 2022. Safe Haven made multiple attempts at contacting the consumer regarding the account status from January to June. Mr. ******* failed to bring the account balance current, and the account monitoring was terminated on July 6th,2022 due to non-payment. Provisions of the contract advise are detailed under the “IMPORTANT TERMS AND CONDITIONS”. Paragraph 2, under “EARLY TERMINATION OF THIS CONTRACT”, advises
“I AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
Once the account defaulted, the remaining balance of the contract was forwarded to an outside agency to collect on. Safe Haven did not receive any service request, deem the system inoperable, or receive notice the consumer was eligible for a penalty- free cancellation. Safe Haven has not attempted to reach out to the consumer since June 2022. Once the consumer allowed their account balance to default, the consumer was subject to the terms and conditions outlining early termination. At this time, the balance and account status are valid. Thank you for your time.
Initial Complaint
Date:11/25/2022
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.
Around a month ago 2 gentlemen came to our home and offered free equipment through what they said was ADT. Come to find out it’s actually Safe Haven. We were told we were getting the whole package. What we ended up with was 1 functioning camera and holes all in our walls. We were suppose to have 3 functioning cameras. When I told ADT, who isn’t in charge of this contract, they sent me to Safe Haven. They told us there was no guarantee and we had just three days to cancel our contract or we would have to pay over a thousand dollars to them (75%) of contract. I would like Safe Haven to come get their equipment and cancel this contract (for free) that they could not uphold their part of the bargain too. This is scamming behavior. These gentlemen lied to us. This company is not ADT as they said they were.
Business Response
Date: 12/05/2022
Dear Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by ***** **** in reference to the account established under ***** *******. 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. Safe Haven strives for customer satisfaction and would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. *** **** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on October 13th, 2022.
Safe Haven provides consumers a customary Installation Work Order prior to the installation Safe Haven collected an electronic signature from *** **** authorizing the installation of services to be completed on October 13th, 2022. This document outlines the details of the specialized package arranged with the sales representative, the upfront cost, the distinction of the agreement being with an Authorized Dealer, the monthly rate, and the length of terms for the services installed by Safe Haven.
Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. When *** **** authorized the installation work order and the electronic contract, she acknowledged she read and understood all the terms within the agreement. The contract outlines the details of the service agreement with Safe Haven, the upfront cost, the billing method to be used for the services, the rescission period, and the distinction of the agreement being with an Authorized Dealer. It is the consumer’s discretion to review any legal documentation provided to them that requires their signature agreeing to terms and conditions specifically, for the installation of the services provided by Safe Haven Security.
Provisions within the contract advise of the initial terms agreed upon on page 1A under the “FINANCIAL DISCLOSURE STATEMENT”. All references to Safe Haven’s terms and conditions can be found on page 5 listed under, “IMPORTANT TERMS AND CONDITIONS”. Page 5 outlines in detail “PAYMENT; TERM; RENEWAL TERMS(S); CONSUMER REPORT”, “EARLY TERMINATION OF THIS CONTRACT”, “INCREASE IN CHARGES”, “ALARM PERMITS; ADDITIONAL CHARGES AND OFFSET RIGHT”, and “LIMITATION OF LIABILITY”. A copy of the contract has been attached for reference. Additional terms can be found on pages 5-9. Paragraphs 3,4, 10, and 12.
Safe Haven received a call from ADT on behalf of the consumer November 25th, 2022. ADT advised the consumer had concerns regarding the service and operations of the camera. During the call, *** **** asked what the cancellation process would entail and was advised of the details of the early termination fee. The consumer expressed that there should be some type of guarantee and the representative offered to schedule a service appointment to help provide resolution to the service issues. *** **** began referencing ADT’s 6-month Money-Back Guarantee by requesting to be able to cancel without any fees. Safe Haven advised the guarantee does not govern services obtained through a third-party contract, specifically those obtained through Safe Haven Security. Additionally, the guarantee is an operational guarantee, not a satisfaction guarantee.
Safe Haven offered to schedule a service appointment to be performed on November 26th,2022 and the consumer accepted. Safe Haven’s Technician adjusted the camera’s that had been installed, and found that the consumer had a dead electrical wire that sourced the doorbell. Safe Haven advised the consumer she would need to hire an electrician to repair the wire and chime box. Safe Haven did not receive any further contact from the consumer after the service visit was completed.
After reviewing the complaint, Safe Haven is disappointed that the terms agreed upon within the installation work order and contract initially, no longer suffice for the consumer. Safe Haven has provided resolution assistance and advised of additional tips to help provide resolution to the doorbell camera. At this time, *** **** will have to reach out to an electrician for additional aid regarding the doorbell camera power source, as the contract outlines the consumer’s responsibility to provide sufficient power capabilities. Safe Haven is unable to provide the consumer with a refund or a penalty free cancellation. Safe Haven encourages the consumer to contact us directly should she need any additional service resolutions. Safe Haven can be reached at ************, Monday- Friday 8 AM-6PM central time. Should *** **** be unable to utilize a phone, she may contact our customer support team via email at *******************************. Thank you for your time.

Customer Answer
Date: 12/06/2022
***** ***** **** ********************
***** **** *** ** **** ** **** **
******** ********* ********
*** *************************
Good evening,
After reviewing, The contract presented to the BBB does not even have my correct name or initials. I am concerned this was a forged document. I would like you to review the document. If you need my license to prove this is not even my name, please let me know. Again, I would like to cancel service with no penalty.

***** ****
Sent from my iPhone
Business Response
Date: 12/09/2022
Dear Better Business Bureau,

Please accept this as Safe Haven Security
Services, LLC (“Safe Haven”) formal response to the rejection made by ***** **** in reference to the account established under ***** *******. Save Haven
provided documentation that the consumer authorized she read and understood
when obtaining the services, specifically the services provided by Safe Haven Security.
Safe Haven discloses its name on every document signed, company apparel worn,
and each time the consumer called into our company. Safe Haven has not disguised
itself as ADT at any point prior, during, or after the installation. The consumer
authorized her awareness of Safe Haven not being ADT with the authorization of the
necessary documents collected at the installation to obtain the services. Time
stamp and date tracking provide support the consumer signed the contract
electronically at the time of the installation.
Safe Haven is reputable
company. We are an Authorized Dealer of ADT operating under the provisions within
our Authorized Dealer partnership. We are licensed to sell and install ADT monitoring
services. The contract Safe Haven provides is a contract provided to us through
our ADT Dealer partnership. As an Authorized Dealer, we are required to uphold
the contract ADT provides for us to utilize. The contract referenced is the
contract the consumer authorized she read and understood, specifically the terms
surround early termination.
Safe Haven has provided resolution assistance
and advised of additional tips to help provide resolution to the doorbell
camera. At this time, Ms. Dunn will have to reach out to an electrician for
additional aid regarding the doorbell camera's power source, as the contract
outlines the consumer’s responsibility to provide sufficient power capabilities.
Safe Haven is unable to provide the consumer with a refund a, penalty free
cancellation, or removal of the equipment. Safe Haven encourages the consumer
to contact us directly should she need any additional service resolutions. Safe
Haven can be reached at ************,
Monday- Friday 8 AM-6PM central time. Should *** **** be unable to utilize a
phone, she may contact our customer support team via email at
*******************************. Thank you for your time.
Customer Answer
Date: 12/09/2022
Please provide proof that I signed the documents with the name Jayne Gilbert. That is not my legal name. Thank you.

Complaint: ********

I am rejecting this response because: My name is ***** *****

Regards,

***** ****
Business Response
Date: 12/12/2022
Dear Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by ***** **** in reference to the account established under ***** ******** Safe Haven is aware of *** ****** name. Safe Haven has advised the name that reflects on the contract is pulled from the credit consumer report when services are first obtained. *** **** also confirmed the name that populated on the account sufficed through authorizing her signature from her personal email address established when both, the installation work order, and contractual agreement were electronically signed.
The consumer's initial complaint was that Safe Haven misrepresented themselves through deceitful sales practices, exemplified misconduct, did not present her with a contract, and that she was being forced a fine to terminate services. Safe Haven has sense submitted factual documentation of the consumer using her personal information to accept the terms provided in a contract, presented at the time of the installation and after. The electronic contract and work installation submitted provided designated references of " Safe Haven" and the explicit terms and conditions authorized by the consumer. Safe Haven is unable to provide the consumer with a refund a, penalty free cancellation, or removal of the equipment. Thank you for your time.
Customer Answer
Date: 12/13/2022
[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: They have failed to provide actually proof!

Regards,

***** ****
Business Response
Date: 12/13/2022
Dear Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by ***** **** in reference to the account established under ***** *******. Safe Haven provided proof of the documentation collected prior to the installation, the consumer's verbal authorization recording to schedule the installation, and a copy of the electronic contract that. Both of the written documents include time stamp and dates of when the consumer authorized both. Safe Haven has attached the verbal authorization recording of the consumer confirmed the designated email on file aligns with the email documented to accept both written documents. From 5:35-5;40, *** **** authorized the email address, which can be both be found on the certificate of completion within the contract, and the second page of the contract.
Safe Haven previously advised that the consumer's initial complaint was that Safe Haven misrepresented themselves through deceitful sales practices, exemplified misconduct, did not present her with a contract, and that she was being forced a fine to terminate services. Safe Haven has sense submitted factual documentation of the consumer using her personal information to accept the terms provided in the contract, specifically those surrounding early termination. Safe Haven has also included documentation that was collected prior to the installation in verbal and written form. The electronic contract, work installation, and verbal authorization recording provide references to " Safe Haven" both verbally, and in writing. Safe Haven has received additional allegations of not providing substantial proof to corroborate the information in our response. The information Safe Haven has provided reflects security encrypted tracking since the initial response and we have included them both for additional review. Safe Haven is unable to provide the consumer with a refund a, penalty free cancellation, or removal of the equipment. Thank you for your time.
Customer Answer
Date: 12/14/2022
[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:We should not have to stay in a contract when we were deceived by this company. If you were a reputable company you would not have to scam people into a 3 year agreement without a guarantee on your equipment and service. Anything here is still under the assumption that you were ADT but you are not ADT. The average person tells 18 people about their complaints or compliments concerning services or companies they have contact with. Those 18 then share it with 18 people they know and the chain continues. I will make it my life’s mission to make sure I tell everyone I know about this this experience. Everything from malfunctioning equipment to your questionable sales practices.

Regards,

***** ****
Initial Complaint
Date:11/22/2022
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 notified ADT June 2022 of the upcoming construction project on my home and asked what I needed to do about the security sensors on the siding and windows that would be affected.. they responded to save to sensors and contact them when construction was completed.. Sept 2022 I notified ADT and left voicemails and email messages. After months of no response - Only just today did Safe Haven contact me asking for $80+ to schedule a technician to come to house to reinstall. Well this sounds like bait and switch/scam! So I asked to cancel my services and no need to come and reinstall. They said I owe $1300+ to cancel. This is not as the sales technician had described to be. Buyer beware.
Business Response
Date: 12/07/2022
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. Safe Haven strives for customer satisfaction and would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. *** ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on April 8th,2022.
Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. When *** ****** authorized this document, she acknowledged she read and understood all the terms within the agreement. This document outlines the details of the service agreement, the terms with Safe Haven, the upfront cost, the billing method to be used for the services, the rescission period, and the distinction of the agreement being with an Authorized Dealer. It is the consumer’s discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions specifically, for the installation of the services provided by Safe Haven Security.
Provisions within the contract advise of the initial terms agreed upon on page 1A under the “FINANCIAL DISCLOSURE STATEMENT”. On the first page of the contract, the last sentence of the page is listed in bold writing and documents the following,
“SEE PARAGRAPHS 1, 2, 3, 15 AND 19 OF THIS CONTRACTS FOR ADDITIONAL INFORMATION ABOUT RENEWAL TERM(S), NONPAYMENT, DEFAULT, ACCELERATION AND RATE INCREASES”
The “IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL TERMS(S); CONSUMER REPORT” and “EARLY TERMINATION OF THIS CONTRACT” within the first two paragraphs of the page. A copy of the contract has been attached for reference. The early termination terms can be found on page 5 term 2 under “EARLY TERMINATION OF THIS CONTRACT”. The following term states,
“I AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS INTIAL 36 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.”
Additional terms can be found on pages 5-9. Paragraphs 3,4, 10, and 12 specifically address the consumer’s concerns surrounding the warranty and service fees. Page 7 under “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” states the following.
“During the Extended Limited Warranty period, I will be charged a non-refundable on-site assessment charge in the amount of $59 for each service call booking for a Dealer technician to visit my premises for QSP service. On-site assessment charges may vary depending on the geographic location of the premises. Dealer has the right to change the QSP on-site assessment charge at any time by posting updated and current on-site assessment rates to myADT.com. It is your responsibility to check this link periodically for changes. Dealer will use new or refurbished parts for replacements. If I require services excluded from the QSP (see Paragraph 12 below for exclusions), then Dealer will provide the services at its current labor rate for each service call”
After reviewing the complaint, Safe Haven is disappointed that the terms agreed upon initially no longer suffice for the consumer. Safe Haven has attempted to offer resolution assistance by offering to schedule a service appointment with the associate trip fees. At this time *** ****** service request does not fall within the extended warranty. Should *** ****** want to move forward with scheduling a service appointment with the associated trip fees, Safe Haven encourages her to contact us. Safe Haven can be reached at ************, Monday- Friday 8 AM-6PM central standard time. Should *** ****** be unable to utilize a phone, she may contact our customer support team via email at ******************************** Thank you for your time.
Initial Complaint
Date:11/22/2022
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 purchased ADT services for our new home in Aubrey TX back in April of 2023. The third party company to come install the ADT product was Safe Haven. They installed from 2pm until almost midnight on April 29th. The gentlemen installing told us after he had been working for 7 hours that he did not have all the equipment we had purchased and someone would be back in a couple weeks to complete the installation. After several request, and NO answer or call back from Safe Haven we never did get all of our equipment installed. Moving ahead to the end of July, I was offered a new job that required my family and I to sell the house and move. ADT informed us because of our situation and since we did not have all of the equipment paid for installed there would be no fee. Safe Haven did not fulfill their duty to use by providing us with all of our equipment we paid for, or giving us the time of day to respond to our communication until we called and informed them we had moved and the service was being canceled. At this point, Safe Haven was all over us to pay a cancellation fee of 1,123$, but couldn’t make right what we paid for? ADT also informed us there would be no fee from them or any third parties. Safe Havens customer service is horrible and commitment to their customers they should be ashamed of.
Business Response
Date: 11/23/2022
Dear Better
Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe
Haven”) formal response to the complaint made by ******* ******** on behalf
of the account associated with ****** ********. 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. After reviewing the account, Safe Haven was contacted by
the consumer outside of the rescission period outlined within the contractual
agreement. The details of this time period can be found twice, explicitly on
the Notice of Cancellation document, pages 10-11.
Safe
Haven advised **** ******** of the early termination fee balance on September
21st,2022, and October 27th,2022. The early termination
of the contractual agreement is outline within the “IMPORTANT TERMS AND
CONDITIONS”, found on page 5. On September 29th,2022, **** ******** submitted
a dispute regarding the additional equipment purchase and lack of equipment
being fulfilled. Safe Haven accepted **** ********** request and issued a
refund back to the financing account on October 18th,2022 for the five
(5) sensors not provided. Please see the documentation sent to the consumer for
your records.
At
this time, Safe Haven has not found any evidence to support any additional
billing adjustments outside of the reduced early termination fee. ADT has not
noted any balances to be waived, nor did ADT waive the balance assessed to Safe
Haven to forward onto the consumer. Safe Haven issued a refund in the amount of
$806.46 and assisted the consumer with removing the system from the residence
on condition the early termination fees be paid. The consumer has full possession
of the entire system Safe Haven provided and has yet to fulfill the early termination
fee balance. The account was cancelled on November 8th,2022 and is
set to be sent to an outside agency to collect on should the consumer fail to
pay the balance in full by December 8th,2022. The consumer has been
sent an adjusted final invoice to reflect these statements. Thank you for your
consideration.
Initial Complaint
Date:11/21/2022
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.
I purchased a $3,000 security system from them. I have a ongoing issue with my front door sensor. A technician came out less then 90 days ago and said it was fixed. Now it’s acting up again. I called ADT to help me they couldn’t resolve the issue. Told me to call Safe Haven. They told me it’s going to be a $85 fee. I have only had this system for 11 months. I believe they should replace and repair it for free. Same Sensor I also ask can they send a new one. The guy said no but ADT has sent me replacement equipment before. They’re not standing behind their product. I have replaced the battery twice and put them in another Sensor they work fine.
Business Response
Date: 12/09/2022
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. Safe Haven strives for customer satisfaction and would like to extend our apologies for any and all frustrations the customer has endured throughout this matter. *** ********* entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on January 8th, 2022.
Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. When *** ********* authorized this document, she acknowledged she read and understood all the terms within the agreement. This document outlines the details of the service agreement, the terms with Safe Haven, the upfront cost, the billing method to be used for the services, the rescission period, and the distinction of the agreement being with an Authorized Dealer. It is the consumer’s discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions specifically, for the installation of the services provided by Safe Haven Security.
Provisions within the contract advise of the “IMPORTANT TERMS AND CONDITIONS” on pages 5-9. Paragraphs 3,4, 11, and 17 specifically address the consumer’s concerns surrounding battery conditions. Page 7 under “WARRANTY INCLUSIONS” states the following.
“Battery replacement is excluded from all warranties. THE EQUIPMENT
PROVIDED BY DEALER UNDER THIS CONTRACT OR OTHERWISE MAY NOT
BE COMPATIBLE WITH AND MAY NOT OPERATE WITH OTHER THIRD-PARTY
ALARM OR HOME AUTOMATION SERVICES. This limited warranty and the QSP
do not apply to promotional items or gift”
After reviewing the complaint, Safe Haven is disappointed that the terms agreed upon initially no longer suffice for the consumer. Safe Haven has attempted to offer resolution assistance by offering to schedule a service appointment with the associate trip fees. At this time, should *** ********* want to move forward with scheduling a service appointment with the associated trip fees, Safe Haven encourages her to contact us. Safe Haven can be reached at 844-413-1920, Monday- Friday 8 AM-6PM central standard time. Should *** ********* be unable to utilize a phone, she may contact our customer support team via email at ******************************** Thank you for your time.
Customer Answer
Date: 12/09/2022
[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: 18445031

I am rejecting this response because:

Regards,

********* *********
Business Response
Date: 12/12/2022
Dear Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by ********* ********** The consumer did not provide anything within the rejections outside of two screenshots. Per the original complaint, the consumer requested a repair. Safe Haven has advised the consumer she is not within the 90-day warrantee period to qualify for a service fee to be waived. Safe Haven is happy to repair any issues the consumer may be experiencing with her services. Should *** ********* want to move forward with scheduling a service appointment with the associated trip fees outlined within the contract, we encourage her to contact us. Safe Haven can be reached at 844-413-1920, Monday- Friday 8 AM-6PM central standard time. Should *** ********* be unable to utilize a phone, she may contact our customer support team via email at ******************************** Thank you for your time.
Customer Answer
Date: 12/13/2022
[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: 18445031

I am rejecting this response because:

I had to pay a trip fee I had no choice my home will be left unprotected. You should stand behind what you sale.I will be in contact with the Attorney General’s Office this shouldn’t be happening. The same sensor will have been repaired 3 times once they come out. It should’ve been replaced the first time. It’s not a battery issue and should’ve been replaced the first time. I am a disabled veteran and need my security system to be reliable. So no I don’t agree with the trip fee. I wouldn’t have one if it was replaced the first time. Especially after tech support over the phone couldn’t fix it. New batteries and all sensors don’t work
.Regards,
********* *********
Business Response
Date: 12/13/2022
Dear Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by ********* *********. Safe Haven acknowledges the consumer's feeling regarding the trip fees outlined within the contractual agreement. The terms being rejected were agreed upon, specifically those listed throughout the "IMPORTANT TERMS AND CONDITIONS" referencing warranties. Safe Haven understands the consumer does not currently agree to the trip fees, but thanks the consumer for complying with the terms she initially agreed to on January 8th, 2022.
Safe Haven offers tech support as a courtesy to all consumers. This courtesy is extended to help assess if an service request can be resolved remotely without having to schedule an onsite visit. Unfortunately, if tech support is unable to resolve the issue remotely, an onsite technician is required to help provide resolution to the consumer's service request. In regards to this consumer, her request was unable to be resolved remotely, and she was assessed the trip fees associated with a service request performed outside of the 90-day warranty.
Safe Haven acknowledges the consumers statements about further escalation to additional mediation platforms. Safe Haven understands the consumer may take whatever appropriate actions she feels necessary. Safe Haven thanks the consumer for agreeing to uphold the contract terms and look forward to servicing her system. Should the consumer have any additional questions or concerns, she may contact Safe Haven directly. Thank you for your time.
Initial Complaint
Date:11/14/2022
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.
ADT is charging me for a security service when the equipment isn't installed all the way. I happened to find out looking at my monthly credit card statement. I have called them several times and just get the run around. I can't continue to waste money for a service that's not even working. I have called them several times and just get excuses. This company is nothing but a scam.
Business Response
Date: 11/28/2022
Dear
Better Business Bureau,
Please accept this as Safe Haven
Security Services, LLC (“Safe Haven”) formal response to the complaint made by Pamela
*****. 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. Safe Haven
strives for customer satisfaction and would like to extend our apologies for
any and all frustrations the customer has endured throughout this matter. After
reviewing the complaint, Safe Haven spoke with the customer directly to help
provide resolution assistance to the concerns listed within the complaint on November
3rd,2022.
Safe Haven’s customer support team
spoke with Ms. ***** and advised cameras had not been installed at the installation
due to the internet capabilities of the home required by the consumer to
provide to obtain service. Safe Haven offered
to arrange a technician to visit the residence to address her camera
installation concerns and Ms. ***** authorized a service appointment to be
scheduled for November 5th,2022. Safe Haven advised Ms. ***** that an
account credit request would be made to ADT on her behalf regarding the monthly
billing. Safe Haven confirmed that Ms. *****’s account was credited $129.42 on
November 10th, 2022.
On November 5th, 2022, Safe
Haven visited the residence and received confirmation from ADT’s main monitoring
source that the system had been being monitored since the installation date (May
31st,2022) and was currently sending signals of it being monitored.
While onsite, the technician noticed the transformer had been unplugged and connected
the transformer to a new panel to show Ms. ***** the transformer is what
connects the power for the panel to function. Ms. ***** declined having the
outdoor cameras installed and advised she would contact Safe Haven at a later
date once she updated her Wi-Fi. Safe Haven advised Ms. ***** she would need to
have an electrician professionally install wiring for a door bell in order for
Safe Haven to connect the owed doorbell camera once she was ready for a return
visit
At this time, Safe Haven has addressed
all of Ms. *****’s concerns. No further action needs to be taken. Should Ms.
***** have any additional concerns, Safe Haven encourages Ms. ***** to contact
us directly at ************* ******* ****** * ****** ******* ******** ***** ****** *** ***** ** ****** ** ******* * ****** *** *** ******* *** ******** ******* **** *** ***** ** ******************************** ***** *** *** **** *****
Initial Complaint
Date:11/10/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 6, 2022 I had just moved in to a new house in Delaware and my husband was continuing to work in New York when a technician arrived to train me on the Safe Haven Security system that the builder of our new home provided free to homeowners. Instead of training me on the system, the technician convinced me that the construction workers in our neighborhood were dangerous and we should sign up for the ADT Security System for protection. Before I had a chance to think about it or discuss it with my husband the tech had me initial and sign off on several places on his iPad. I couldn't read much of what I was signing because the print was small and the iPad was in his possession. He actually pointed to the areas where he wanted me to initial and didn't allow me to hold the iPad or read it, nor did he explain any part of the contract except for the installation and monthly fees. As no mandatory cancelation fees were disclosed, I understood that if I changed my mind I would be able to cancel at anytime. After living in the new home for several months, my husband and I determined that the workers pose no risk to us and we don't need the extra security. We tried to cancel ADT for several weeks by phone and they made the process so difficult we put our cancelation request in a letter and mailed it to the corporate office. The letter came back "undelivered". We finally got through to a representative by phone who said "I will cancel your service." We also demanded a copy of the contract, which we did not have. To this day, we still get emails saying that we are not canceled and we need to contact them. I am a senior citizen and I feel like I was misled and taken advantage of. The contract should be voided because it was obtained through deceit. I am hoping that you can help me with this and that ADT and their distributor, Safe Haven, are reprimanded for underhanded business practices.
Business Response
Date: 11/10/2022
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 12/07/2022
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 consumer’s experience. Safe Haven strives for customer satisfaction and would like to extend our apologies for any and all frustrations the consumer has endured throughout this matter. After reviewing the complaint, Safe Haven is disappointed that the consumer no longer wants to continue the business relationship with Safe Haven Security to provide the ADT monitoring services. After further investigation of the account, Safe Haven did not find any evidence that there was any improper conduct performed during the collection of necessary documents required to be authorized.
Mrs. ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on June 6th, 2022. Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. It is the consumer’s discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions specifically, for the installation of the services provided by Safe Haven Security. This document outlines the details of the specialized package arranged with the sales representative, the upfront cost, the distinction of the agreement being with an Authorized Dealer, the billing method to be used for the services, the terms and conditions of the agreement, and the length of terms for the services installed by Safe Haven. In addition to the contract, Safe Haven collected a handwritten signature from the consumer authorizing the equipment package to be provided on the Home Customization sheet.
The contract provides time stamp and date analytics of when the contract was received, reviewed, and signed. Safe Haven provides a three-day right of rescission period for all consumers outlined within the Notice of Cancellation document. The document provides detailed instruction for a consumer to exercise their right to cancel penalty free if chosen.
Safe Haven received a request from the consumer on 9/10/2022 to terminate the services. Safe Haven advised the consumer she was no longer within her right of rescission and she would be subject to the early termination terms. Those terms can be found on Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT”. On 9/27/2022, Safe Haven received a complaint email from Mr. ****** alleging Mrs. ******’s signature was signed fraudulently, they did not receive user education, and that the services needed to be terminated penalty free. The builder division’s national coordinated responded to the consumer’s allegations, offered to provide user tutorials and provided the identification his spouse provided at the time the signature was collected, in addition to the handwritten one. Safe Haven advised the consumer the contract was valid and would be subject to the early termination terms if they wanted to proceed. When Safe Haven received this complaint, the builder division’s national coordinator attempted to contact the consumer additionally by phone followed by an email on 12/6/2022 to offer additional resolution assistance. At this time, the consumer has not responded to the attempts made by the builder division.
After reviewing the allegations, Safe Haven is unable to refund the customer any money or void the contract terms. Mrs. ****** entered in the agreement willfully and acknowledged she understood and agreed to the terms of the agreement. Mrs. ****** was provided a rescission period outlined under the “Notice of Cancellation” and failed to exercise her right within the allotted time frame. Safe Haven has not been to the residence since the installation, nor has Safe Haven received any service appointment request. At this time, should Mrs. ****** want to move forward with her cancellation request she would be subject to the early termination fees. Safe Haven encourages Mrs. ****** to contact ****** ******* ** ************* ******* ****** * ****** central time for any resolution assistance. Should Ms. ****** be unable to utilize a phone, she may contact ****** ******* *** ******** *********** ******** *** ***** ** *********************** . Thank you for your time.
Customer Answer
Date: 12/07/2022
[** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

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

I am rejecting this response because: The version of facts presented by Safe Haven is not accurate. As stated in my complaint, the opportunity to review the contract before signing it at any time before or during the installation was not provided to me. There was no disclosure of cancellation terms or the availability of a copy of the contract for my review and records.

********

****** ******
Business Response
Date: 12/09/2022
Dear Better Business Bureau

Please accept this as Safe Haven Security
Services, LLC (“Safe Haven”) formal rejection to the complaint made by ****** ******. The “Certificate Of Completion” disproves any allegations the consumer was
not provided the contract at the time of the installation. Safe Haven does not
provide the contract prior to the installation, it is only at the installation
and after. The consumer was required to utilize her own personal email at the
installation to accept and sign she understood the contract terms.
The “Certificate Of Completion”
found on page 16 provides explicit detail of when the consumer received,
viewed, and signed the document. The consumer had possession of the contract
terms the moment she authenticated it. At this time, should Mrs. ******
want to move forward with her cancellation request she would be subject to the
early termination fees. Safe Haven encourages Mrs. ****** to contact ****** ******, at ************* ******* ****** * ****** central time for any
resolution assistance. Should Ms. ****** be unable to utilize a phone, she may
contact her via email at ************************ Thank you for your time.
Customer Answer
Date: 12/09/2022
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

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

I am rejecting this response because: The "Certificate of Completion" does not disprove my complaint. My initial complaint was clear. The contract was only available on the installer's ipad which was NEVER in my possession. The accusations made in Ms. ******'s refusal of my statement are unfounded. She was not privy to the sequence of events and the failure of the employee to make clear the details of the contract. He literally said, "Sign here, sign here and sign here" as he quickly scrolled through the pages. I had literally just moved in to my home. I had no furniture, no computer and no access to email. I was at the mercy of the employee to clarify exactly what I was signing because I could not read what was on his iPad. Also, to reiterate, I would never have considered the services had the installer not told me that I lived in a dangerous area. I moved here from out of state and trusted that he knew what he was talking about. Recently, I have learned that Milton, DE is one of the safest communities in the state. Ms. ****** says... "the consumer received, viewed and signed the document." I agree that I signed it but I never received or viewed it, nor did the installer ask me if I had access to email or inform me that the contract would only be available to me through email. I am nearly 70 years old and I am accustomed to hard copies when it comes to contracts. I can not think of another instance where I have received a contract after the fact via email. On the day of signing, I knew nothing of the stipulations outlined in the contract so to claim that I knew about the "Certificate of Completion" on page 16 or that I, "the consumer had possession of the contract terms" the moment I "authenticated it" is blatantly false. The contract may be conveniently perfect for Safe Haven Security Services, LLC but it is wholly inconvenient for the consumer, as I was described, when presented on an iPad with no explanation, clarification or access to the details therein.

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

****** ******
Initial Complaint
Date:11/09/2022
Type:Product 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 purchased a home through ** ****** which came with a "smart home" package through ***. I scheduled an installation and the installer arrived an hour late. He seemed to not have much knowledge of installation and it took him an incredibly long time to even install the panel for the system. We wanted to purchase additional cameras and window/door sensors. We didn't have internet hooked up yet, so security cameras were not installed that night. However we were charged the full purchase price of the system we intended to get without knowing the quality of the cameras. Once we had internet a few weeks later, we scheduled another tech to come out. This tech told us completely different information regarding how the cameras would be installed and what the quality of these cameras would be. At this point we'd already seen the quality of the doorbell provided and were not satisfied with that quality. We told the tech that we would like to not install the cameras and get our money back. We let him know we intended to purchase a ****** doorbell and he insinuated that the ****** products might not work with the *** system. We later learned that if we had gone directly through *** we would have received ****** products with free installation, so that was just a sales tactic. Rather than proceed with the refund we requested, he stepped outside and called his manager who insisted on coming to our house the next day. He and a tech came out the next day (tech arrived late again) and installed the cameras through our attic. They never mentioned if we wanted our cameras to work, we'd have to leave the lights turned on constantly. Also we learned after dark that the cameras are useless and won't even detect a car pulling into the driveway. We were assured there'd be no issues, but there's plenty of issues and now no one will return our calls or emails to discuss removing the products and returning our money.
Business Response
Date: 11/22/2022
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. Safe Haven
strives for customer satisfaction and would like to extend our apologies for
any and all frustrations the customer has endured throughout this matter.
After reviewing the complaint, Safe Haven spoke
with consumer on November 10th to address the consumer’s concerns and
provide satisfactory resolution assistance. Mr. ******** allowed Safe Haven to
remove the additional cameras on November 12th, and used the voucher
that was applied towards the cameras as a credit towards the additional window
sensor purchase.
Safe Haven received an email from
Mr. ******** on November 21st inquiring on his refund and Safe Haven
issued apologies and advised there had been a delay in processing the refund
request. Mr. ******** was advised this request would be completed and that he
should see the amount reflect back to the original payment method utilized
within 5-7 business days (not including the holiday). Safe Haven encourages Mr.
******** to contact us directly at *************************, Monday through
Friday, 8 AM- 6 PM central time should he have any additional concerns. We
thank the consumer for his patience and understanding while we work towards
finalizing his resolution.
Customer Answer
Date: 11/22/2022
[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:11/09/2022
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.
I have been calling ADT and the sister safe heaven company to help fix the problems I have been having. They hooked equipment up wrong. System has never worked properly, there are holes throughout my home, in 7 months I have not got a real response even though told every time that they will fix it.. they are continuing to take my money and not fix any problem. I really don't know what to do. I would like my home fixed. And complete refund. I am disabled veteran and have taken both companies to my cousaling sessions. ******* ******* was last person of contact have sent many emails only one response there lead in 6 weeks still nothing. Please help me **************@adt.com I can send you email sent him if have address to forward to it need.
Business Response
Date: 11/09/2022
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 11/15/2022
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. Safe Haven strives for customer satisfaction and would
like to extend our apologies for any and all frustrations the customer has
endured throughout this matter. After reviewing the complaint, Safe Haven is
disappointed that we were unable to assist the consumer with additional service
visits after May24th,2022.
After further investigation of the account, Safe
Haven did not find any evidence that supported the allegations made against
Safe Haven Security by Mr. *****. On February 10h, 2022, Safe Haven
collected an electronic signature from Mr. ***** authorizing the installation
of services and the thirty-six (36) month agreement with Safe Haven Security
for ADT monitoring services. At the time of the installation, the consumer
agreed to purchase additional equipment. Safe Haven collected two documents form
the consumer with hand written signatures authorizing the additional equipment
to be installed and the payment method to be utilized for the purchase. Safe
Haven’s last visit to the consumer’s residence occurred on 5/24/2022. A Safe
Haven technician went to the residence to provide resolutions to the consumer’s
garage door sensors, relocate smoke sensors, and a carbon monoxide sensor to
better areas to suffice the consumer’s request. The consumer advised he was satisfied
with the work but he was not happy and wanted bronze door deadbolts instead of
the satin nickel that had been previously installed and signed for within the
contract.
Safe
Haven received a call from the consumer on 6/7/2022 requesting to speak with a
manager. A Safe Haven customer support agent attempted to inquire for Mr. *****
request to further assist, but Mr. ***** declined and advised he would contact
ADT Corporate. On behalf of the consumer, ADT contacted Safe Haven on 6/14/2022.
ADT advised the consumer was upset and was needing a technician out to the
residence. Safe Haven advised ADT we would need to speak with the consumer in
order to schedule a service appointment with the associated trip fees. ADT
connected the consumer to the line and advised of the previous information Safe
Haven had expressed and the consumer expressed personal feelings of experiencing
PTSD being a retired veteran. Safe Haven’s customer support agent apologized to
the consumer about his experience and advised of the associated trip fees in
order to service the system. Mr. ***** became escalated but was advised by ADT that
they would credit his account for the trip fee but he would have to pay the fee
with the Dealer, (Safe Haven) because Safe Haven was unable to waive a fee
outside of the 90-day warranty time frame.
During
the conversation, Mr. ***** proceeded to advise the support agent that his door
locks were not bronze and he that he was allegedly advised prior that Safe
Haven would change them and follow up with him for a damage claim that had been
put in. Mr. ***** advised the support agent he would not be paying to have a
technician come out and Safe Haven advised we would be unable to schedule a return
visit. Safe Haven received a work order from ADT on 7/18/2022 to service the
system and repair any faults including the finish of the door locks . A Safe Haven
technician manager contacted the consumer on 7/19/2022 and advised the consumer
that we do not offer bronze door locks and offered to schedule an appointment
to assess damages but Mr. ***** declined stating he no longer needed Safe Haven’s
services and would be working solely with ADT before disconnecting the call.
After
review of the account, Safe Haven is unable refund the consumer. Safe Haven’s technician
manager attempted to schedule a service appointment to assess damage claims and
Mr. ***** declined. Safe Haven is unable to speak on behalf the representative
mentioned within the complaint, nor does Safe Haven have any knowledge of what communication
occurred between Mr. ***** and the individual associated at ************************. Safe Haven
encourages Mr. ***** to contact Safe Haven directly to schedule a service
appointment with a technician manager to assess the damage claim allegations. Safe
Haven can be reached at ************* ****** ******* ***** ** central time. Should
Mr. ***** be unable to utilize a phone, he may contact our customer support
team via email at [email protected]. Thank you for your time.
Customer Answer
Date: 11/15/2022
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

********** ********
I felt this company should talk to ADT
All, messages with ADT involving them and there system should be recorded. I feel I tried working with theses ppl at safe heaven unprofessional and destructive to my home and life. They messages between [email protected] should be recorded as well. Before this company gets back in my home.

I am rejecting this response because:

********

****** *****
Business Response
Date: 11/29/2022
Dear Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection response made by ****** *****. Safe Haven cannot speak on ADT's behalf in regards to their recording policies. Safe Haven cannot speak on the ADT employee referenced in the rejection and encourage the consumer to contact ADT with his concerns mentioned in his rejection.
Safe Haven has made attempts to offer resolution to the consumer and all attempts have been declined. Safe Haven encourages Mr. ***** to contact Safe Haven directly to schedule a service appointment with a technician manager to assess the damage claim allegations. Safe Haven can be reached at ************* ****** ******* ***** ** central time. Should Mr. ***** be unable to utilize a phone, he may contact our customer support team via email at *******************************. Thank you for your time.
Customer Answer
Date: 12/10/2022
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

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

I am extremely confused I thought I entered into a contract with ADT now I am being told that it was a sister company I have contacted ADT they said that this matter would be resolved in four days. They credited my account for thirty days. No work or resolution took place. I called again and received the same response. I was appreciative that they credited my account again. But what I really wanted was the damage on my house repaired and system working properly

I am rejecting this response because:

********

****** *****
Initial Complaint
Date:11/08/2022
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had ADT as my security service. They use Safe Haven to monitor their systems. When I signed up for the service I was not informed that it was going to be in a three year contract with an early termination fee if canceled. I tried to resolve the issue when I first canceled the contract and Safe Haven refused to talk to me. They did not give me a total as to what the fee was going to be nor sent a bill in the mail. I finally talked to somone who informed me that I had a credit to my account. Well, a couple of months later after thinking the issue is no more (present time) I am getting calls from a debt collector saying that I owe over $1,000. This turns out to be to my understanding 75% of the remander of the balance that would have been paid. I tryed to call Safe Haven and they refuse to talk to me they keep saying that the debt collector is the right department which it is not. I have questions only Safe Haven can answer. I understand a set price for an early termination if the customer knows they are under a contract and there will be an early termination fee if canceled. However, I did not know I was under a contract at all. They did not do their job and made sure that I knew this. They have horible coustomer service and are not easy to talk to. When I was trying to talk to them when I first canceled. The representatives I talked to then continued to be rude and have an attitude just because I was trying to reslove the issue due to not knowing I was under a contract. I want this resolved with better customer service. The debt taken care of and any credit reporting taken off if there is any. If they had just talked to me when I 1st canceled the service like I tried to do. I would have been more than willing to pay a reasonable early termination fee. But because they refused to talk to me and now they are being even more rude than they were before I don't feel as though I should pay for a service I have not used.
Business Response
Date: 11/10/2022
Dear Better Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by **** ******** in association to the account listed under
**** ******. 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. Safe Haven
strives for customer satisfaction and would like to extend our apologies for
any and all frustrations the customer has endured throughout this matter. After
further investigation of the account, Safe Haven did not find any evidence that
there was any improper conduct performed during the collection of necessary
documents required to be authorized.
On
September 2nd, 2021, Safe Haven collected an electronic signature from *** ****** authorizing the installation of services to be installed on September
4th, 2021 with a verbal authorization recording. Safe Haven provided *** ****** the customary
Installation Work Order prior to the installation. The document outlined the
details of the specialized equipment package arranged with the sales
representative, the upfront cost, the distinction of the agreement being with
an Authorized Dealer, the billing method to be used for the services, and the
length of terms for the services installed by Safe Haven. *** ****** initialed directly
below the following statement,
“I
acknowledge that on the day of installation, the technician will present final
documentation for signature prior to the install. This will include the 36-month
ADT Agreement, the Insurance Discount Certificate, and any other forms
required. I have read, understand, and agree to the above terms.”
*** ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT
monitoring services on September 4th, 2021. Safe Haven requires all
of our consumers to review the terms of the contract prior, during, and after
the installation. It
is the consumer’s discretion to review any legal documentation provided to them
that requires their authorization and signature agreeing to terms and
conditions specifically, for the installation of the services provided by Safe
Haven Security. When the consumer signed the contract, she was presented an
electronic contract on a mobile tablet. *** ****** accepted the terms by electronic
signature through a four-digit code sent only known to the signer (*********)
into the tablet. When this was performed, *** ****** agreed to the terms of the
agreement including her acknowledgement of it being a 36-month agreement.
A
copy of the contract has been attached for reference to the terms below. Page 5
section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
“I
AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
(B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
Safe
Haven received an alert from ADT advising the consumer’s cancellation request
in August of 2022. The account was terminated 9/7/2022 and Safe Haven attempted
to email the consumer with additional options to avoid the pending early termination
fees. After the account terminated, Safe Haven did not receive any return
contact from the consumer over a 30-day time span. Unfortunately, when there wasn’t any communication
from the consumer, the balance was sent to ****** *** ***** to collect on. Once
an account has been sent to collections, all communications regarding the
account balance must be communicated with that agency. *** ****** was provided information
regarding the length of the terms prior to the installation and after. The consumer
acknowledged and signed she not only authorized services to be installed, but
that she understood the terms of the agreement including a contract. At this time
the balance and the collections status on the account are valid. Safe Haven encourages
the consumer to contact ****** * ***** directly to fulfill the balance outlined
within the contract terms agreed upon. Thank you for your time.
Customer Answer
Date: 11/11/2022
[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: 18376245

I am rejecting this response because: When I canceled the service I tried contacting Safe Haven and ltried asking for the total of which the early termination was going to be. I did respond to the "help" that was given to try to get me to move my service. When I repeatedly stated the I could not take the system with me. I was not given a verbal or written bill. I continued to try to resolve this issue but was given very rude agents to talk to. I finally got somone on the phone that told me I had a credit to my account. That representative might have been from ADT but at the time I was under the impression that they were from Safe Haven. Therefore I stoped contacting to try to get the total. When the salsman came to my house I did authorize the instlation of the system but as for the other signature I was under the impression that I was just signing up for the service not that there was a contract. A few months later I get a call from a debt collector for the fee. After not receiving a final bill in the mail, e-mail, text, or call. I was taken back by this due to not knowing I was under a contract. I get that I should have been more careful before signing somthing. So lets leave the contract out of it. Lets say I did know I was under a contract. That dosent change what happend after I canceled the service with not getting a bill and uncooperative agents. I would have been more than willing to pay the fee the day I canceled the service. One more thing, 75% of the remander of what Safe Haven would have gotten if I had not canceled the service is rediculous. I can understand a set amount of around $300.00 but over $1,000.00 for them to just get in profit is mind blowing. Thank you for responing quickly.

Regards,

**** ********
Business Response
Date: 11/29/2022
Dear Better Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the rejection made by the consumer. When the consumer authorized, she understood
the contract terms, she agreed to the terms that can be found on page 5 under “IMPORTANT
TERMS & CONDITIONS”, specifically the terms found in” EARLY TERMINATION OF
THIS CONTRACT”. The consumer contacted ADT to terminate services and was
advised to contact Safe Haven for a final bill and failed to do so. The consumer
was advised verbally by ADT and contractually in writing that she would be
subject to fees for unfulfilling the 36-month agreement. Safe Haven sent alternative
options for the consumer to utilize to avoid being assessed the fee via email,
and was provided detailed explanation of how the fee is calculated. The email
stated the following,
“If you choose not to do
any of the following above you can opt to pay a cancellation fee or have a
cancellation fee balance remaining on your account. This fee is the remaining
amount of months you have left currently multiplied by your monthly monitoring
rate with tax. We only
take 75% of that cost and that is the total amount you would owe”
The
fee is not 75% of what Safe Haven would have gotten if the consumer did not cancel
the services. Safe Haven upholds the contract terms on how the fee is
calculated because Safe Haven gets assessed more than 75% of the contract value. Safe Haven does not collect any funds from the consumer throughout the life long of the agreement outside of installation and equipment cost within the first 90days. In the event a consumer terminates services, Safe Haven is not profiting on the fee as the full value of the contract is assessed to Safe Haven by ADT. Unfortunately, when the consumer failed to
communicate with Safe Haven, the balance was sent to ****** *** ***** to
collect on. *** ****** was provided information regarding the length of the
terms prior to the installation and after. The consumer authorized services to
be installed and the terms of the agreement, specifically the fees owed in the
event the terms of the agreement are left fulfilled. At this time, the balance
and the collections status on the account are valid. Safe Haven encourages the
consumer to contact ****** * ***** directly to fulfill the balance outlined
within the contract terms agreed upon. Thank you for your time.
Customer Answer
Date: 12/01/2022
[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: 18376245

I am rejecting this response because: As I have stated before it's not a matter of what was in the contract. I have accepted the fact that I did not thoroughly read the terms and agreements in the contract. Therefore I signed something that I should not have. Stating that I was under a 3 year contract. That's not the point though! The point is the fact that I was not given a total for the tetermination fee. Like I told you in the last response if I had been given a total when I was attempting to get that information I would have paid it. I am still having to pay it. I have contacted the collection agency to pay it and I am going to! But I just want there to be an understanding that I was not given a bill or any kind of total for the termination fee. Therefore I was not able to pay it directly after termination due to not haveing a total.

Regards,

**** ********
Business Response
Date: 12/08/2022
Dear Better Business Bureau,

Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by the consumer. In the initial complaint, the consumer advised she had not been informed of the terms with Safe Haven, and that Safe Haven had refused to speak with her. In the rejection response, the consumer acknowledged being provided upfront by Safe Haven, but that she did not read it. The consumer also acknowledged she spoke with Safe Haven. Safe Haven attempted to speak with the consumer by phone and email from 5/11-9/19 with no return communication from the consumer.

Safe Haven provided the consumer additional information to avoid the early termination fees while referencing them and the consumer failed to communicate until after Safe Haven forwarded the account balance to an outside agency. Safe Haven made multiple attempts to speak with the consumer prior to the account being sent to collections that were met with zero following. The consumer did not contact Safe Haven or request for a bill prior to the account being forwarded to collections. Safe Haven has addressed the concerns within the consumer’s initial complaint, and the consumer has acknowledged inadvertently that Safe Haven did in fact provide the information. At this time the balance and the collections status on the account are valid. The consumer has been provided a balance from the outside agency that is currently outstanding. Safe Haven encourages the consumer to contact ****** * ***** directly to fulfill the balance outlined within the contract terms agreed upon. Thank you for your time.
Customer Answer
Date: 12/09/2022
[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: 18376245

I am rejecting this response because:The only thing that I want Safe Haven to acknowledge is that I did not recive form of contact from them and that ehen I was trying to contact them about it the reps were not being cooperative. That is my only request! Safe Have may claim that they tried but I DID NOT receive any of those attempts.

Regards,

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

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