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:03/29/2023

  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 signed a contract for the installation of the equipment and with that information the installer opened a bank line of credit for $532 for the equipments. I was never told that a line of credit would be opened , especially for that small amount. I would have been more than happy to pay using a regular credit card. The person who opened such a bank line of credit for that amount used the wrong email and address so I never received any bill and thus it affected my credit rating significantly.

  

  Business Response

  Date: 04/06/2023

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security, LLC’s ( “Safe Haven”) formal response to
  the complaint issued by ****** ****. First and foremost, Safe Haven would like to
  apologize for all frustrations the consumer has endured through this matter. Safe
  Haven works diligently at maintaining a high standard for ourselves and are
  truly sorry this standard was not met within the consumer’s experience with us.
  After further review of the account, Safe Haven’s findings reported a “**** *******” was given verbal authorization to represent Mr. **** and permission to
  authorize anything on Mr. ****’s behalf due to the time sensitivity of previous
  security threats that had occurred.
  Additionally,
  Safe Haven made an exception to our normal procedures and extended a courtesy
  to Mr. ****’s representative(**** *******) due to the impression that all of the
  pertinent information (annual earnings, social security number, date of birth
  etc.) provided by *** ******* required to obtain the Synchrony account was
  granted with Mr. ****’s knowledge. However, in light of recent claims, Safe
  Haven has issued a credit in the original amount charged of $532.06 to Mr. ****’s
  synchrony account. Safe Haven is not permitted to contact Synchrony on Mr. ****’s
  behalf since we are not the account holder, but when issuing the credit back to
  Synchrony, Safe Haven disclosed to the credit issued originated from  discrepancies found in the manner of which how
  the account was established.
  In
  concurrent to the above, Safe Haven has provided the supporting documents reflecting
  the fraud dispute, the credit refund and the original sales slip authenticated by
  *** ******* for Mr. ****’s records. Safe Haven encourages Mr. **** to contact Synchrony
  directly to dispute any additional concerns regarding his account with
  Synchrony. We thank Mr. **** for bringing this matter to our attention to
  ensure our representatives are following the standard practices for current and
  future consumer’s when obtaining Synchrony financial services. Thank you for
  your consideration.

• Initial Complaint

  Date:03/29/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document, this is an overview

  This is a deceptive scam by ADT and Safe Haven.

  Service is "crap", I have tons of proof of us looking for a resolution.
  

  

  Business Response

  Date: 04/03/2023

  Dear Better
  Business Bureau,

  
  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by **** ******** Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has endured throughout this matter.
  After reviewing the complaint, Safe Haven did not find any attachments referenced
  within the consumer’s complaint that support the allegations that have been briefly
  made.
  Safe
  has record of  the consumer entering into
  a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring
  services on December 27, 2022.  At the
  installation for the alarm services, Mr. ******* authorized an additional
  equipment purchase through the home customization sheet and the credit card
  authorization form. Prior to the installation, a work order was authorized by
  Mr. ******* on December 22,2022 outlining the service agreement term, rate and
  equipment to be installed.

  
  Safe
  Haven is an Authorized Dealer licensed to sell and install ADT alarm monitoring
  services. As an authorized Dealer, Safe Haven is permitted to provide
  resolution assistance to consumers in the event a consumer requires assistance
  with servicing the equipment. Safe Haven offers servicing to the consumer
  within the first year of obtaining the alarm services contract. The alarm
  services contract is provided directly through our partnership with ADT and
  discloses Safe Haven as an Authorized Dealer throughout every document
  authorized by Mr. *******.

  
  After
  further investigation of the allegations made by the consumer, Safe Haven did not find any evidence that there was any improper
  conduct performed at the installation, or the collection of necessary documents
  required to be authorized by the consumer at the time before the installation.
  Safe Haven allows all of our customers to review the work order prior to the
  installation appointment, in addition to the contract at the time of the
  installation. It is the consumer’s responsibility and discretion to review any
  legal document provided to them that requires their authorization and signature
  agreeing to terms and conditions of an agreement, specifically, with Safe Haven
  Security.

  
   Safe Haven has not stolen any
  money from the consumer or participated in any alleged “deceptive scams”. Safe
  Haven will not be removing anything from the consumer’s residence or permitting
  a penalty-free cancellation. If the consumer would like to terminate the
  services, he may do so with the associated early termination fees outlined on
  page 5 under “IMPORTANT TERMS AND CONDITIONS”. Thank you for your consideration.

• Initial Complaint

  Date:03/27/2023

  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.

  THE DATE TRANSACTION WAS MARCH 7
  I PURCHASE A SECURTITY SYSTEM AND DOES NOT WORK AND ONLY HAD FOR TWO WEEKS .. THE SENSORS DOES NOT WORK. RING CAMERA DOESNT WORK AND I HAVE HAD RING WITH OTHER COMPANIES AND NOW THEY WANT TO SAY ITS MY TRANSFORMER . THE COMPANY NEVER ASKED IF I HAD A TRANSFORMER . I AM NOT PLEASE OVER PRICE EQUIMENT. DID NOT GET THE PACKAGE THAT I THOUGHT I WAS SENT AND TOLD THAT I WAS GETTING,, WHEN I CALLED BACK AND TOLD THAT NOTHING IS WORKING THEY KEEP SENDING TECH OUT AND PUTTING IT ON THE TRANSFORMER .. I WANT A BETTER A EQUIMENT OR MONEY BACK .. YOU GET SWITCH FROM ADT TO SAFEHAVEN AND BOTH THROWING BLAME ON ONE ANOTHER .. TERRIBLE SYSTERM . WHEN I CALLED SAFEHAVE AN REP TOLD ME I HAD A VERY CHEAP LOW GRADE SECURITY SYSTEM I HAVE PAID OVER 200.00 AND NO SECURITY .

  

  Business Response

  Date: 04/03/2023

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ****** ***** Safe Haven Security sets a high standard
  for ourselves and are truly sorry to hear that this standard was not met in the
  consumer’s experience with us. Safe Haven would like to extend our apologies
  for all frustrations the consumer has endured throughout this matter. Safe
  Haven scheduled a service appointment and swapped out the doorbell camera for an
  additional outdoor camera. The consumer acknowledged the resolution satisfied
  their previous concerns upon Safe Haven’s service technician leaving the residence.
  Safe Haven would like to thank the consumer for accepting our resolution efforts
  provided on March 28,2023.

  Customer Answer

  Date: 04/04/2023

  [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  was given no options but to accept it.I was not satisfied with the equipment and pricing that  wanted a door bell and I was under the assumption when purchasing I was getting the smart alarm with kep pay ring door bell.  I call the office after a week of having the service to cancel because I was not satisfied and was told I was over 3 days that I would have to pay 1600 to cancel only having it for a week. I have since bought a ring doorbell which work just find.  But when the tech came out instead of trying a new door bell he went off what the  the first tech saying my transformer is out.  Which was not true because I have a door bell ring that I paid for thats working fine. They equipment is cheap and did not work. I did allow them to put up a camera because only that I was told I would be tuned over to a collection agency if I didn’t pay for their faulty equipment. I’m very in pleased with all of there services because this is not what I original agreed to.  I would like a total refund and for them to pick up their equipment 
  
  Regards,
  
  ****** ****

  

  Business Response

  Date: 04/04/2023

  Dear Better Business Bureau,  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by the customer. Safe Haven last visited the consumer on 3/28/2023 in which she confirmed the resolution she chose sufficed addressing her concerns. The consumer requested to cancel services due to the equipment not working prior to the service appointment on 3/28/2023 and was provided an early termination fee quote. The consumer inquired about the fee and was advised of the contract terms and consequences of the balance being forwarded to an outside collections agency in the event she chose not to pay. In an attempt to provide resolution for the consumer's concerns. Safe Haven customer support offered to schedule a service call and advised the tech would have equipment with him in case she chose to swap the device that was installed for something else.  Safe Haven has advised the consumer we only provide specific equipment and during the phone conversation on 3/27/2023, the customer support agent advised the consumer that we would swap the doorbell camera for an outdoor camera if needed as we do not control electrical or are  liable for electrical issues that may occur in a transformer required for the doorbell camera function.  Additionally, the consumer was provided ADT's direct number regarding billing when questioned about adjusting her monthly bill. Safe Haven does not have authorization over billing or the monitoring and do not have authorization to adjust either. Safe Haven scheduled the service appointment, provided her information regarding cancellation and offered to swap out equipment that she accepted.  If the consumer would like her services to be terminated, she would be subject to the early termination fees outlined within the agreement. Ms. **** is not eligible for a penalty-free cancellation. If the customer is experiencing service issues, Safe Haven encourages her to contact us directly to schedule a service appointment to provide additional resolution efforts.

• Initial Complaint

  Date:03/23/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been battling Safe Haven Security regarding my contract for quite some time now. I am continuously having issues with the system from the date of installation. They had technicians come out several times between Nov 2022 and January 2023. Even the manager and regional manager were involved. They insisted that the issue was due to my WiFi coverage. They replaced my cameras and I was still having issues. More recently provided me with a new Router system to resolve the issues stating that this would fix the problem. I continue to have the same issues with the security system not performing as promised. The unit is consistently not displaying cameras, the chimes are temperamental, and the security panel doesn't always respond properly. I requested to cancel and waive ETFs due to my problems. They refuse. Consistently, their customer support does not treat this matter as a problem and never allows me to speak with management. I finally got a call from a higher up in the company offering a "resolution" to remove my camera monitoring and charge $10 less per month. When I told him it was not a suitable resolution, the conversation took a turn. I will not continue to be bullied by this company.

  

  Business Response

  Date: 04/03/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by ****** ******. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has endured and the time that has surpassed throughout this matter. *** ****** spoke with Safe Haven today ( 4/3/2023) and has agreed to permit Safe Haven to come out to swap the panel 4/4/2023 as a resolution alternative. Safe Haven would like to thank the consumer for permitting Safe Haven to come to the residence and make an additional attempt at providing resolution for this matter.

• Initial Complaint

  Date:03/22/2023

  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.

  End of October an ADT employee came to my house and said we were getting all this free stuff because we live in a low income high crime area.
  Told us it would be $55 a month to maintain serive. We can cancel anytime.
  We schedule the installation for 11/3/22. I ended up sick so it was rescheduled for 11/6.
  11/6/22 the guy shows up at 8 am to install all the stuff. He starts installing it, and also tries to sell us more stuff. We said we weren't interested and he continues to try and sell it to us. We say again we aren't interested. He was parked behind me I said I needed to leave for work and asked him to move his vehicle. He said "I'll move when you're ready to leave" my BF was driving me to work, my 25 year old step son was here, he is also part owner of the home. and I said he would be staying for the installation. The person got visibly upset that I was leaving. He brought in a bunch of stuff and continued to try and sell us more stuff even after we said multiple times no. And at this point it's been over 2 hours and my equipment was still not installed. Finally I am able to leave for work, my Boyfriend returns home and the tech tries AGAIN to sell him more things. He again says no. And now the tech says he doesn't have time to finish installing the stuff because he took too long driving me to work. Even though there was an adult here , who is a home owner and was given permission to sit with the tech. He rescheduled our installation for a MONTH out. I call ADT and I try to cancel my service. She never tells me I have a 36 month contract. I told her about what happened she just offers to send a new tech out, which I agreed to. It finally gets installed November 18th. Since then the fire alarm has gone off multiply times, at different times of the day. When nothing is happening. So I call to cancel again, at this point it's only been 2 months it was nothing but issues. They won't cance because of my contract. That I didn't know existed until today.

  

  Business Response

  Date: 02/20/2023

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

  

  Business Response

  Date: 02/27/2023

  Dear Better Business Bureau,

  Please forward this complaint to ADT directly. Safe Haven has not had an active account listed for this consumer since 2017. At this time the consumer reflects a cancelled account since December 2017. Thank you.

  

  Business Response

  Date: 03/22/2023

  ---see attachment--
  

  I have attached the customer’s Safe Haven contract, dated 11/05/2022.

  Safe Haven does have an active account for customer, at the phone number & address listed on the complaint.

  

  Business Response

  Date: 04/03/2023

   

  Dear Better
  Business Bureau
  

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ******* *******. Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has endured throughout this matter.
  After further investigation of the allegations made by the consumer, Safe Haven
  did not find any evidence that would support the customer not being aware of
  the terms of the agreement or being issued a penalty-free cancellation.
  

  Safe
  Haven installed equipment and the alarm monitoring services at the consumer’s
  residence on November 5,2022. Prior to the installation, Ms. ******* authorized
  the installation with a customary work order on October 27,2022. Within this
  electronic work order, it details equipment and services being installed in addition
  to the 36-month agreement. Ms. ******* provided an electronic signature and initials
  captured within the document for her authorization.
  

  Additionally,
  the consumer was allowed to review the terms of the contract at the time of
  installation and after. It is a consumer’s responsibility and discretion to
  review any legal document provided to them that requires their signature
  agreeing to terms and conditions discussed, specifically, the terms of the service
  agreement entered into with Safe Haven. When Ms. ******* accepted her electronic
  signature, she authorized she read, understood, and agreed to the terms within
  the contract including the work order that was collected prior.
  

  Furthermore,
  the agreement includes “IMPORTANT TERMS & CONDITIONS” that provide specific
  details of terminating the services before fulfilling the full 36-month term. Safe
  Haven provides a three-day right of rescission period for all consumers
  outlined within the Notice of Cancellation document that provides detailed
  instruction for a consumer to exercise said right if chosen within the
  permitted time frame if chosen. In the event a consumer should fail to utilize
  their rescission period to cancel, they are subject to the terms found on  Page 5 section 2 titled, “EARLY TERMINATION OF
  THIS CONTRACT”. This term defines what fees are owed in the event early
  termination is requested.  
  

  In
  last, Safe Haven did not return to the consumer’s residence until after the
  right of rescission period had ended ( see page 9, NOTICE OF CANELLATION). The
  consumer requested a service appointment on November 17,2022 due to the smoke
  alarm notices and connecting smart the additional window sensor devices. Safe
  Haven completed the consumer request on November 18,2022. Safe Haven did not perform
  any additional service request or return to the consumer’s residence after
  November 18.2022.
  

  After
  further investigation of the allegations made by the consumer, Safe Haven is
  unable to cancel the consumer’s contract without penalty. Safe Haven provided
  all of the necessary information upfront for the consumer to review and utilize
  at her discretion. If Ms. ******* would like to cancel her contract, she would
  be subject to the terms for early termination. Safe Haven encourages Ms.
  ******* to contact us directly at ************ ****** ******* ******* * **** ** CST should she want to move forward with termination her services with the
  associated fees.  Thank you for your
  consideration.

  Customer Answer

  Date: 04/05/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: I still feel as though I was mislead and not given adequate time to cancel the service. I was approached in the evening when I was home alone. The gentleman who came to install it was rude and made my entire family uncomfortable. I was told after the fact I only had 3 days to cancel and the equipment wasn't even fully installed at the 3 day mark. 
  
  
  
  ********
  
  ******* *******

  

  Business Response

  Date: 04/06/2023

  
  Dear Better Business Bureau
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by the consumer. Safe Haven acknowledges the consumer's personal feelings about the time frame allotted to cancel, however, Safe Haven provides all consumers the same length of time to exercise the rescission period based on the date of the contract's initiation. Safe Haven provided an electronic contract for the consumer to review that included the terms regarding penalty-free cancellation upfront prior to her signature. It was under the consumer's discretion to review the terms agreed upon before and after she authorized she agreed to them. This standard is uphelf for all consumer's entering into a legally binding agreement for alarm services, specifically through Safe Haven. Safe Haven's previous response stands, as the consumer was provided all of the necessary information to exercise a penalty-free cancellation and failed to do so. If the consumer would like to move forward with terminating the services, she would be subject to the terms of the agreement outlining early termination. ( See page 5, term 2 " EARLY TERMINATION OF THIS CONTRACT"). 

  Customer Answer

  Date: 04/06/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: According to everything i was given 3 days to cancel. All of the equipment was not even installed before the canceling grace period passed. I called and tried to cancel before everything was even installed. How is any of this fair? 

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

  

  Business Response

  Date: 04/07/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the additional rejection the consumer has made. Safe Haven would like to note, the consumer’s initial complaint consisted of a desired settlement of being able to cancel penalty free with explanation. Safe Haven has advised that the consumer failed to exercise the Notice of Cancellation document during the allotted time period to qualify for a penalty- free cancellation. The consumer alleged being advised cancellation can occur anytime, which is true. Safe Haven permits all consumer’s the right to cancel, however, the point at which a consumer cancels determines what fees (if any) are assessed.
  
  Additionally, the consumer alleged, the technician had an unpleasant demeanor and intentionally failed to complete the installation of the services as well scheduling a return trip a month out. The consumer alleged she contacted ADT and their representatives failed to advise her of the 36-month contract, but Safe Haven is unable to speak on their behalf. Safe Haven would like the opportunity to  address the consumer’s statements with supporting information to help provide clarity over this matter.
  
  First and foremost, anytime a sales representative approaches a consumer’s residence it is at the discretion of the homeowner to not only give permission to enter their residence, but decide whether to acknowledge the individual. If a consumer does not feel comfortable with the day of time they are being approached for a sale or at any point during an installation, they have every right to advise the Safe Haven employee to leave their residence without continuing forward with the sale or the installation of services. In both instances with Ms. *******, at no point did she decline moving forward with the intent to obtain services or request either representative from Safe Haven to leave the residence.
  
  Concurrent to the above, when an appointment is scheduled, it is based off a two-hour arrival time. If a consumer comes and goes during an installation, a technician cannot complete the installing additional items without the account holder/ homeowner being present due to liabilities. The consumer had the main panel (what communicates to ADT), a smoke sensor(emergency service device) and the three entry points to the home covered with sensors(devices that can help detect a threat from the outside perimeter) installed prior to the technician’s departure. The consumer was able to utilize all aspects of the alarm service agreement in congruent with the rate agreed upon valued at $55.99.  The equipment that has been referenced as “not being installed” are window sensors.  These sensors did not impact the consumer from receiving the alarm services, nor breach the contract terms authorized by Ms. *******.
  
  Secondly, Ms. ******* alleged Safe Haven failed to install the additional devices over a month’s time. Safe Haven has included the service log that reflects Safe Haven returned to the customer’s residence November 18, 2022(13 days from the installation) to install twelve window sensors and address tamper issues that were reported from the smoke sensor. Following that service appointment, Safe Haven did not receive any further communication from Ms. ****** regarding her account until January 19, 2023. At that time, Ms. ******* requested cancellation, made claims that she didn’t sign the contract and began using profanity towards the customer support agent.
  
  Safe Haven utilizes electronic signature through the use of DocuSign. Safe Haven briefly addressed the method in which contract signatures are obtained electronically, but would like to provide more detail for clarity. When the customer signs the contract, they are presented an electronic contract on a mobile tablet with the technician at the installation. This information is authorized by the customer inputting a four-digit code sent to them in order to generate an electronic signature. The link sent to them that generates the code is sent to the designated email address on file.  Which allows the consumer to review, accept and capture the generated signature for the alarm services agreement. This process is security encrypted and captures time stamp and date analytics that cannot be altered. Within the copy of the contract, you will find the analytics of when Ms. ******* was sent the document, when it was viewed, and when she signed it the certificate of completion found on page 13.
  
  In last, Ms. ******** was provided the same time, information and agreement all consumers are provided when obtaining the alarm service agreement through Safe Haven. It is at the consumer’s discretion to exercise the forms provided within the agreement in order for Safe Haven to uphold the clauses in reference, specifically Ms. ******* request to enforce a penalty-free cancellation. Unfortunately, Ms. ******* failed to utilize the information that was provided upfront and is not eligible for a penalty-free cancellation. Ms. ******* may cancel at any point during the contract term, however at this time she would be subject to an early termination fee. If she wishes to forego cancelling, Safe Haven encourages her to contact Safe Haven once she is ready to schedule a service appointment to address any service concerns she may be experiencing at this time.

  Customer Answer

  Date: 04/12/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because:

   

  actually there was a home owner present the ENTIRE TIME said technician was in my home. And he was asked to leave after he continued to try and sell us stuff that we REPEATEDLY  said we did not want. Nor could afford. He then claimed we did not give him enough time to install said items when he was at my house from 8 am until 11 am. There was a home owner present AT ALL TIMES. The technician decided to wait outside. He did not have to. He then claimed he didn't have enough time to install the rest and couldn't come back for a month. 

  It was after I called to complain about the service and attempt to cancel it the first time that she scheduled a new technician out within the 3 days. After that there were multiple calls about the fire alarm going off. It only stopped randomly going off when we removed it. 

  From the very beginning we were not given all the information, we were treated poorly and tricked into signing a contract. I am a new home owner who was approached in a very uncomfortable way and as a small female rejecting large men has not always worked out in my favor. And as stated by YOUR technicians this is considered a red/orange zone. 

  Thank you so much for considering people's safety and well being, while taking advantage of them the entire time. 

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

• Initial Complaint

  Date:03/21/2023

  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.

  I spoke to our sale rep ***** ****** about setting up a commercial account for my new business. He told me that safe haven was new to the commercial side but they could do it. When purchasing everything i told him about my needs for the 24/7 cameras so i could make sure everything was secure at the business. I purchased everything he told me and he told me the system would do exactly what i wanted. About a week into everything being installed i found out that the cameras do not record 24/7 and instead they only do small clips. I immediately told him of the issue and having these types of cameras for a commercial high traffic business that these were not what he should have sold me. He apologized and told me he didnt mean to mislead me but i signed a contract and SafeHaven will not take off the cameras (they call it a downgrade) and just let me use the alarm system and then lower my monthly fees so that way i can purchase my own camera system to better suit a commercial property. I have talked with *** the regional sales rep and he told me the best they can do is add more clips storage but then my monthly plan would be 30$ higher per month. it has been a week of calling and also having texts saying that they know they messed up and didnt intentionally mean to mislead me but they still wont do anything to help. If i even get a response its them saying that i should of read the contract better. my issue isnt with the contract my issue is with them misleading me to think that my business was 24/7 secured with the cameras they sold me. I call and text everyday asking for a resolution on this matter but i constantly get sidelined or ignored completely.

  

  Business Response

  Date: 03/24/2023

  Dear Better Business Bureau,

  Please accept this as Safe
  Haven Security Services, LLC’s (“Safe Haven”)formal response to the
  complaint made by ****** *******. Safe Haven Security sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the
  consumer’s experience with us. Safe Haven would like to extend our apologies
  for all frustrations the consumer has endured throughout this matter, however,
  Safe Haven’s representatives have been working diligently to address the
  consumer’s concerns. Safe Haven confirmed with *** ******* his account was
  under management review most recently as of March 23,2023.  A member of Safe Haven customer support team will
  be contacting the consumer in order to schedule a service appointment to
  downgrade the monthly monitoring rate to $55.99 and schedule the removal and
  refund of the additional camera purchase. Thank you for your consideration.

• Initial Complaint

  Date:03/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  They stated I no longer need to contact them. They have refunded the portion of the last payment but still look at why I had to activate my account to cancel 
  
  Sincerely,
  
  
  
  ******* *****

  

  Business Response

  Date: 02/27/2023

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

  Customer Answer

  Date: 03/21/2023

  The system that was put in my house was not working properly.I would walk in after alarming my system and it be disconnected.The sensor fall off and does not stay attached.After paying for 11 months for a system that is not keeping my house secured I called in on 1/17/23 to disconnect my service. I let them know about the system failure to secure my home. I also let them know I was going to be moving and I was not going to be taken the faulty protection with me. I had issues finding my account number. The only thing that was provided me was an app that allowed me to turn on and off my security. Which did not secure when I enabled it. I've paid a total of 615.89 for the system. The agent sent an email stating to register my account. In 11 months I never received this email and called back to question it. I was only told that it was active. I activated my account to get a cancellation of the defective system. I was sent to the cancellation department where I spoke with an agent named ****. Before being transferred they wanted to send a tech out to fix the faulty system. I have not been pleased with the service and stated I was done paying for something that does not make me feel secured and I have a dog that could protect me more then there service. After being sent to the collection I spoke with ****. **** ensures me on 1/17/23 that I need to leave the system plugged in until 1/18/23. He read a disconnect phrase and I agreed. I also asked **** if there would be any more payments taken out of my account. **** specifically stated there would not be. On 1/19/23 another 55.99 was taken out of my account. After being stated it was cancelled and only take 24 hours to fully process at 1749 ct.On 1/23/23 I called back due to the charge. This time stating my service is active and it will take 30 days. At 1749 on 1/17/23 this was not what I was told. I'm very dissatisfied in service and also wondering why it took 11 months to get an activation email.Plus bill me another month

  

  Business Response

  Date: 03/21/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by s******* ****. At this time the details of the complaint are not directed towards Safe Haven, nor has ADT issued any exceptions of the contract to be permitted. The consumer entered into a contract with Safe Haven security for a 36-month term. The agreement outlines early termination terms and the fees assessed when doing so. Safe Haven does not have authorization over cancellation or billing and the complaint will need to be directed appropriately within ADT to address the allegations in reference to the advisement issued by their representatives. Please direct to the following company:

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

  Customer Answer

  Date: 03/22/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: I am attaching an email I received from safe haven. After being stated from adt agent that I did not need to contact them. I do not understand what is going on with this issue. Seems like something always arises and looking for more money. No where does it state about he default equipment from safe haven. I need this further looked into. I have tried reaching out by phone to ******* with safe haven since I've received the email. She has only called once and I called right back. No one is try to help get this issue resolved. I was specifically stated that adt taking over account and not to contact safe have. Now I have submitted a complaint more issue arise. I'm hoping the calls that are record could be pulled for review to verify I was stated this on 17 of January.
  
  
  
  
  ********
  
  ******* *****

  Customer Answer

  Date: 03/22/2023

  ******* * **************************
      
  ***** ** ** **** ****
      
  to me
  I am confused on this issue. Safe heaven is stating I have a contact. Yes I did have a contact with them that involved ADT security. The system was a default and it seems like safe Haven is now wanting to charge me a fee because the contract that I signed with including ADT in it was defaulted equipment. ADT stated on a recording that they would take over the contract with safe Haven where I did not have to contact them and cancel out the process. Now safe haven is contacting me staying ADT contacted them if I can severely confuse that they keep pointing fingers to one another when the contract I signed was SAFE HAVEN was including ADT. Nobody is wanting to acknowledge the defaulty equipment and erase the funds. I am very concerned on where do I go about this contract that is with safe Haven that includes ADT services. I do not want to be paying several hundred dollars with safe Haven when they included ADT and the contract for the services on a faulty equipment. ALSO, I STILL HAVE NEVER RECEIVED A COPY OF THAT CONTRACT AND WOULD LIKE A COPY OF IT.

  

  Business Response

  Date: 03/22/2023

  Dear Better
  Business Bureau
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the rejection made by the consumer. Safe Haven would like the opportunity
  to clarify and address the additional points the consumer has expressed within
  her rejection.
  

  First, the screenshots
  attached are not from Safe Haven, they are from ADT Corporate. Each of these documents
  do not mention Safe Haven, nor any references to the previous account listed
  under Safe Haven. Safe Haven has not received any communication from the
  consumer prior to March 14,2023. Safe Haven attempted to contact the consumer the
  same day, however a busy tone occurs whenever the primary number on files is
  called. Safe Haven received an email from the consumer on March 17,2023 and
  began communicating via email and by telephone in order to coordinate the best
  time to communicate with the customer.
  

  Secondly, the
  consumer’s original complaint only referenced issues regarding the consumer’s
  billing and monitoring services, both of which are under ADT’s jurisdiction.
  Safe Haven cannot provide information regarding the actions ADT may or may not
  have taken regarding the length of time it took to provide emails to the consumer
  or why any billing may or may not have be drafted. Again, the consumer would
  need to direct their concerns within the complaint to ADT.
  

  In last, Safe
  Haven previously addressed the consumer’s allegations regarding the equipment.
  Safe Haven was not notified of any services issues by the consumer or ADT in
  order to provide resolution to the alleged issues. The consumer contacted ADT
  to terminate the services directly and ADT honored the consumer’s cancellation.
  At no point did ADT issue a penalty-free cancellation, or provide Safe Haven
  with a notice that the consumer’s early termination fees would be waived. Any
  calls conducted with ADT that the customer has referenced will need to be
  collected from ADT directly, not Safe Haven.
  

  At this time, Safe
  Haven’s priority IW  the consumer’s comprehension
  on this matter as the allegations in question all stem from actions of ADT. Safe
  Haven’s employees have communicated with the consumer via email and provided
  requested information upon request. Safe Haven encourages the Better Business Bureau
  to redirect the complaint to the appropriate location within ADT. Thank you for
  your review.

• Initial Complaint

  Date:03/20/2023

  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.

  ADT came to our house when we bought it and offered to install a home security system. We reluctantly agreed after I asked many questions. One of the questions I specifically asked is if I’d get charged by my local fire department and police department for false alarms. Well of course we are only one month into our service and while cooking in the kitchen our smoke alarms go off and we cancel the alarm quickly , then we call ADT to make sure it has been cancelled. They said it had been cancelled but the fire department shows up anyways and we are told we will be charged a hefty fee if it happens again. We tried calling and spoke to a woman named Darien but she refuses to let us cancel without paying a fee. This is not acceptable. ADT says I’m the contract that we have 6 months to cancel with no fee as long as the issue is on their end. It has been only a month that we’ve had this service and already ADT has broken their contract and is trying to charge a cancellation fee for a mistake on their end, along with having no way to help avoid the false alarm fees that they promised would not be a problem if we called our local departments. When we called the local department they said the fee will still be charged and there is no way to avoid the fee. I would like to cancel my ADT subscription and return the equipment

  

  Business Response

  Date: 03/19/2023

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

  

  Business Response

  Date: 03/21/2023

  Dear Better Business Bureau,
  
  
  
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by the ***** ******. Safe Haven is an Authorized Dealer of ADT licensed to sell and install alarm monitoring services. Safe Haven does not oversee  monthly billing, emergency response fees, the monitoring stations or have authority of when the local authorities are  alerted. ADT oversees most of the previous items mentioned and it would be at their discretion to offer any insight on why emergency responders were alerted against a consumer's wishes. Fees for emergency responses are assessed by a consumer's local city/county, specifically should a customer be unable to respond to ADT's monitoring alert prior to issuing request for emergency responders. If a consumer's local city/ county assesses a fee, it would be under their discretion to offer any adjustments to those fees.
  
  Additionally, the consumer alleges ADT has advised the contract provides a 6-month time frame for consumers to enforce a penalty-free release. Safe Haven cannot speak for terms that were allegedly given, but the terms in reference are not outlined within an Authorized Dealer contract. The consumer entered into an alarm services contract with Safe Haven Security on December 23,2022. Safe Haven provides a rescission period for all of its customers explicitly detailed within it's own document. Should a consumer request to cancel services any time outside of the defined rescission period on page 9 "Notice of Cancellation", they are subject to the early termination fees outlined on page 5, term 2 "EARLY TERMINATION OF THIS CONTRACT".
  
  In last, Safe Haven advised the consumer on 2/8/2022 that they were not eligible to have the equipment removed from the residence or a full refund after the consumer issued a request to terminate the services. The consumer was advised they would be subject to an early termination fee to terminate services outside of the rescission period and the consumer disconnected the line.Safe Haven has not received any further communication from the consumer regarding their service or any issues with their services.
  
  At this time, Safe Haven encourages the consumer to give us a call if they are experiencing any type of service issues so that we may schedule a service appointment. Safe Haven can be reached Monday through Friday, 8 AM to 7pm central time. Should the consumer wish to forego resolution aid to the service and move forward with cancelling, they would be responsible for the fees mentioned above. Safe Haven is unable to adjust any billing and recommends the consumer reach out to ADT or their local authorities regarding the emergency responders and the monitoring station that alerted them against the consumer's wishes. Thank you for your consideration.

• Initial Complaint

  Date:03/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had our system installed 09/24/2022 and have had nothing but issues since. The tech installed the panel directly above our only baseboard heater in the dining room and the plug was only a few inches from the heat source causing it to get very hot and us to not be able to use the heater, we called customer service and they sent someone out to move it. We have had nothing but issues with this system since with several false alarms because of the placement of the fire (smoke) detector and the panel. We have had our panel and system down for over 3 weeks now. We have called and emailed multiple times. We finally had a tech scheduled to come out to our house Tuesday, March 14th at 3:30. The tech called me after 3:30 telling me that they scheduled him on his day off and he would not be coming and I would have to reschedule yet again after I worked from home to make that appointment work. I was not happy. I called the customer service line and talked to the agent who answered my call and told her what happened she said she would reach out to the tech supervisor to see about scheduling something still for that evening. She could not get a hold of them. I told her we would not pay the $59 service call fee since our appointment was missed at the fault of Safe Haven. She said she noted in their system that she agreed that no charge would be given to us and that she could schedule someone to come the next day, Wednesday, March 15th. I told her both my husband and I would have to work so I could not be back in Tacoma until 5-5:30 she said she would list arrival time to be that time and I would get a call before they came. I was home at 5:00 and we never received a phone call and no tech ever came.
  This is HORRIBLE customer service that we continue to receive from this company.
  
  We are no longer wanting to do business with Safe Haven or ADT. We would like the system removed and we would like to cancel the contract without any further payment owed to them.

  

  Business Response

  Date: 03/23/2023

  Dear Better Business Bureau,

  Please accept this as Safe
  Haven Security Services, LLC’s (“Safe Haven”)formal response to the
  complaint made by ****** ******. Safe Haven Security sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the
  consumer’s experience with us. Safe Haven would like to extend our apologies
  for all frustrations the consumer has endured throughout this matter.  Safe Haven has been diligently
  working with the consumer on resolution assistance towards her concerns. Due to
  the experience the consumer endured; Safe Haven has issued a check reimbursement
  valued at one month’s worth of services.  We appreciate the Better Business Bureau or
  bringing this matter to our attention and the opportunity to provide the
  consumer with a satisfactory resolution of removing the smoke sensor and ensuring
  system operating functions were to her liking. We thank Mrs. Thomas for allowing
  us to return to the residence to alter the devices installed and help restore
  peace of mind within the function of the equipment. Thank you for your
  consideration.

  Customer Answer

  Date: 04/04/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If I have any other service or customer service issues I will be opening another complaint and will go through legal channels to end the contract we are in. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:03/15/2023

  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 February 20, a lady from Safe Haven came to our home. She said she was here to look at the house as part of the *********** Home insurance process. I asked how come she was wearing a Safe Haven Badge and not a *********** badge. She said Safe Haven is a *********** contractor.
  She said as part of the insurance process if we got ADT, *********** will pay for the equipment and give us a monthly discount. She said the monthly package will cost us $66.56 but it will be lowered when the *********** discount and equipment payment kicks in. A tech, *********** *******, came on February 21, to install the security system but did not install the camera.
  He told me to sign a DocuSign document via email which was to confirm the installation of the equipment he had installed thus far. I called and texted ***** to let her know the installation was incomplete, to no avail.
  I called *********** on March 5th to let them know how terrible their service is. That they sent their contractor to my house and now I cannot get them to finish the job. I told them I have the certificate of installation for them to help me pay for the equipment and give me the monthly discount. That’s when *********** told me they had no idea what I was talking about. The *********** rep tells me that they have not sent anyone to my property as yet and even when they do, they will not enter my house. They also stated they have no affiliation with safe haven security or ADT and they will not be paying for any security equipment. That’s when we realized that we have been scammed!
  I called safe haven to cancel but they said I am in a 36-month contract and I had 3 days to cancel. The rep said that when *********** installed the equipment on February 21st, I signed the contract. I said, first of all, ***** impersonated a *********** rep to get a deceptive sale, the tech didn’t finish the job and no one told us about a contract. *********** told me I was signing for the equipment he had installed.

  

  Business Response

  Date: 03/20/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”)formal response to the complaint made by ********* ******. Safe Haven Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has endured throughout this matter. Safe Haven is actively communicating with the consumer to address her concerns and collect the necessary information to investigate the allegations listed within the complaint. This matter has been escalated to the highest level conduct an internal investigation to move forward with the necessary resolution efforts. Safe Haven is currently awaiting **********' supporting documentation that details the different forms of communication with the alleged named employee to further review this matter. We thank the consumer for her consideration and look forward to resolving this as soon as possible. Thank you for your review.