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:03/13/2023
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.
More than 2 months ago I contacted ADT for home security service. The tech came and said he couldn’t install the cameras because it turns the tech was missing some things. The tech nor the company ever reached out. I called couple times to let them know and never scheduled anything as well as letting them know that I won’t be paying them since they didn’t complete their part of the services for home security . Now they sent me a bill saying that I owe them for services when nothing is connected properly. As well as a letter from their attorney saying i owe them thousands of dollars when i reached out to them a lot of times and they kept giving me the run around. Please contact me in Spanish
Business Response
Date: 03/13/2023
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 03/14/2023
Dear Better
Business Bureau
Please
accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
response to the complaint made by ****** *****. Safe Haven Security sets a high
standard for ourselves and are truly sorry to hear that this standard was not
met in the consumer’s experience with us. Safe Haven would like to extend our
apologies for all frustrations the consumer has endured throughout this matter.
After reviewing the account, the consumer entered a thirty-six (36) month
agreement with Safe Haven Security for ADT alarm services on May 24,2022.
As
an Authorized Dealer, Safe Haven is licensed to sell and install ADT alarm
monitoring services for consumers. The alarm services contract is provided
directly through our partnership with ADT and presented at the installation for
the consumer’s review. 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,
for services installed by Safe Haven Security. When a consumer signs the
contract, they are presented an electronic contract on a mobile device with the
installation technician. Within the copy of the contract, time stamp and date
analytics reflect when the contract was sent, 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
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 during the collection of necessary
documents required to be authorized by the consumer. When Mr. Botzo
authenticated his electronic signature, he authorized he read, understood, and
agreed to the terms within the contract. Within those
terms, page 5 outlines the “IMPORTANT TERMS AND CONDITIONS” of the agreement. Term
8 listed under, “INSTALLATION” advises the consumer they are responsible for
providing compatible internet connectivity for the operating features of
devices within the system ( if applicable). During the installation, Mr.
Botzo failed to provide sufficient internet resources to complete installing cameras
and advised Safe Haven could return at a later date.
Concurrent to the above, Safe Haven
did not receive any communication from the consumer until August 25,2022. Mr.
***** advised he wanted to cancel due to the camera not being installed. Safe
Haven advised the consumer of the account history call records and advised that there had not been any attempts to notify
Safe Haven internet services had been installed in order for us to return to
the residence to finishing the camera installation. The consumer was offered to
have a technician go out to eh the property and a quote of the early
termination fee, but the customer declined both and disconnected the call. Safe Haven had a local branch technician
manager make communication attempts to the consumer by phone and voice message
on 9/1/2022 and 9/13/2022, but did not receive any follow up communications
from the consumers.
Following
Safe Haven’s previous attempts, ADT sent notice to Safe Haven that the consumer’s
account had been delinquent on September 27,2022 and had reached a level of
pending cancellation effective October 23,2022. Safe Haven attempted to notify
the consumer of the pending cancellation notice in efforts to bring the account
current on September 29,2022, but Mr. ***** advised he didn’t receive cameras
and no one had attempted to contact him. Safe Haven outlined the previous contact
attempts above and then Mr. ***** advised he was not sure if had been calling the
right number. A technician manager made a third attempt to reach the consumer the
same day and was unsuccessful, but sent an email with additional information for
Mr. ***** to utilize in order to return Safe Haven’s contact attempts.
Safe Haven did not receive any follow-up communication from Mr.
Botzo until October 12,2022, at which point he contested the delinquent balance
due to not having cameras installed. Safe Haven advised the initial reason for
cameras being delayed was due to the consumer’s failure to provide sufficient
internet capabilities and lack of follow up to Safe Haven’s contact attempts to
schedule with a technician manger. Safe Haven made an additional attempt to
schedule an appointment to have a technician go to the residence, but Mr. Botzo
declined and advised he would speak to ADT regarding the current balance being
waived and pursue legal advisement before moving forward. A representative for the consumer sent an
email to Safe Haven the following day requesting resolution to the account.
Safe Haven advised of efforts made the day prior in addition to the current
pending cancellation status. Safe Haven did not receive any further communication
from the customer and ADT completed the consumer’s cancellation on October
25,2022.
After
further investigation of the allegations made by the consumer, Safe Haven did
not find any evidence that would support the customer be issued any adjustments
to his billing. Mr. ***** failed to have the required resources at the
installation and failed to return Safe Haven’s communication attempts at
installing the cameras on six (6) separate occasions by telephone and email
combined. Additionally, Mr. ***** failed to pay the monthly monitoring services
bill ADT provided and allowed the account to cancel for non-payment. 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 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
FULL.”
At
this time, Safe Haven is unable to release the customer from the contract
penalty free, adjust the account balance, or remove the collections status as
the cameras owed were provided within the sales package and the consumer did
not have to pay any installation cost upfront to obtain services. All further communication
efforts from the consumer will need to be directed towards ****** * *****,
as they hold the outstanding debt outlined above. Thank you for your review.
Initial Complaint
Date:03/09/2023
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.
Date of install and transaction. 8/20/2022 -Service guys confirmed the doorbell was not working. They also confirmed one of the sensors wasn’t working. I was told if I had any issues then to call and the.my will come out to fix it. I have called Safe Haven over 20x and emailed multiple times since August 2022. I was advised someone was coming out and they never showed up. I was then advised I would have to fix it myself. I was then advised I would have to pay a service fee for them to fix it (even though it never worked and they put a sensor on a door that is a double entry that is also broken, so can’t set alarm anyway. I have also called ADT to stop taking out $64.19 per Mo. for service charge monthly since I don’t get the service. They said they can’t bc Safe Haven has to authorize it.

Safe Haven owes me $513.52 per Mo. of what I paid for services not received. They also owe me $190.46 for the faulty equipment I was charged for that does not work. I also need agreement that they will not charge my credit card anymore.
Business Response
Date: 03/17/2023
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’s
Builder Division has diligently attempted to communicate with the consumer since March 14,2023. Unfortunately, Safe Haven’s
attempts have not received any follow up from the consumer. Safe Haven encourages
the consumer to return her Builder Concierge's contact attempts. THe consumer can reach ****** ****** directly
at ************ in order to help work towards an amicable resolution to her concerns. Thank you for your consideration.
Customer Answer
Date: 03/26/2023
[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 am rejecting this because I have zero missed calls or voicemails
from Safe Haven or ADT. I also do not have any emails. I have called and
left a message w. ****** at the number instructed without any return
call.

Regards,

******** *******
Business Response
Date: 03/27/2023
Dear Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”)formal response to the rejection. Safe Haven would like to address the additional allegations *** ******* has made within her rejection to her initial notice.
First and foremost, Safe Haven keeps documented logs of calls and email attempts made for each consumer. *** ********* listed primary number on file ( 3213534774) did not permit a voice message to be left. Safe Haven attempted to utilize the number the consumer provided ( ************) on multiple occasions and it also did not permit voice messages to be left. *** ******* referenced a “******” she attempted to call back, but none of the account specialist who’ve been assigned to her account were named ****** or are employed at Safe Haven. Safe Haven is unable to speak to on behalf of the named representative referenced within the rejection. Safe Haven’s contact attempts for both numbers began 1/12//2023 until as recent as today, 3/27/2023. All of which were left unreturned outside of today.
Secondly, the customer’s initial complaint alleged Safe Haven owed the consumer for services left unprovided, refunds towards the equipment purchased and that Safe Haven would not charge her credit card. Safe Haven advised that we are unable to oblige the consumer’s desired settlement of refunds because the documented attempts to provide a resolution were left unreturned. Safe Haven does not have authorization over ADT Billing or monitoring and it would be at the consumer’s discretion to contact ADT in reference to billing adjustments.
In last, Safe Haven spoke with the consumer and offered to schedule a service appointment to address the consumer’s system concerns at no charge and the consumer declined. *** ******* advised she had already sought out another company for services and wants to terminate the services penalty-free. Safe Haven advised the consumer we were unable to accommodate her request, but that we could come out to the residence to attempt resolution aid or evaluate the equipment for its operability. Safe Haven must be unsuccessful in providing all options necessary to provide a resolution then deem the system inoperable for a customer to be eligible for a penalty-free termination.
At this time, *** ******* declined Safe Haven providing resolution aid. Safe has not deemed the system inoperable so the consumer is subject to the terms referenced under “EARLY TERMINATION OF THIS CONTRACT. Safe Haven has provided logged call history, recorded emails and recordings of today's attempts to disprove her rejection allegations. Safe Haven has diligently attempted to contact the consumer and provide resolution and all attempts have been declined. If *** ******* would like to terminate the account, she may contact Safe Haven to fulfill the early termination fee. Should she wish to forego her cancellation request, she may contact **** ******* her Builder Concierge point of contact to schedule a service appointment at no additional cost. There is no further action required by Safe Haven.
Customer Answer
Date: 03/28/2023
[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: Safe Haven’s source documentation for their basis is unqualified. the number ************ Safe Haven has alleged trying to contact myself at, is not credible. This number has not ever been in my position to be reached or owned by me. As per just a single date (of many) documentation provided, I reiterated to Safe Haven this was not my contact information and gave them the correct information. The number they provided is actually the initial installer’s phone number Safe Haven sent for initial install. Installer set up many usernames, passwords and codes across multiple devices and apps.
To which I have had difficulty (for one of many reasons) to access. In regard to communication: -Safe Haven failed to return multiple phone calls and e-mails by customer to resolve open issues. -Safe Haven listed their installer’s phone number as customer’s phone contact. -Not authorized or initiated by customer. -Safe Haven failed to update customer’s phone contact info on several occasions when notified by customer. -Safe Haven failed to try to get in contact (or return emails) via e-mail. *Customer has provided just enough evidence to support all statements above. *Clearly disproves Safe Haven’s claims. At this point customer is generously willing to settle for penalty free termination of contract, refund for services charged and not received, customer’s payment to Safe Haven for faulty equipment charged but not working properly. Safe Have is welcome to retrieve their faulty equipment from customer’s home. Customer agrees to settlement if said fair demands are met and to stop any and all escalation of said situation.
Regards,

******** *******
Initial Complaint
Date:03/07/2023
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.
In January 2022, Safehaven represented themselves as ADT, not an authorized dealer. I was not aware of this until October 2022 when I moved. In January 2022, they installed a system and I asked multiple times what happens if I move. I was told that they simply move the system for me. Well, I moved in October and they were adamant that I needed to sign a new 3 year contract and that everything started over. This was never mentioned and according to their contract is not actually stated that way. It simply states that only if I end my contract I must pay a fee. I wasn't ending anything.
I was told in January 2023 that since I didn't sign a contract with ADT, that I owed the termination fee but in that phone call, I mentioned I had an appointment that weekend. The Safehaven representative very nicely said great! I'll call you in 2 weeks to check in and see if you were able to sign up. The representative never called back. In March 2023, I received an email that said Safehaven transferred my unpaid fees to a collection agency. I never received a bill for the termination fee. Not in the mail, nor a phone call or even an email. When I tried contacting them, they said they couldn't talk to me and I needed to talk to the law firm which they transferred me to without another word. The law firm had just received my debt notice that day. So, they were unable to send me a bill but they were able to send me an email they transferred the debt that very day before the law firm even received record of it. The law firm accessed my account from Safehaven and read the notes on my file confirming everything I've shared this far.
Buyer beware! Do not use Safehaven. If you need security, call ADT directly. They even have more options that Safehaven will tell you do not exist. ADT has had way better customer service as well.
Business Response
Date: 03/13/2023
Dear Better
Business Bureau
Please
accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
response to the complaint made by ***** ******* in association with the account
listed under ******* *******. Safe Haven Security sets a high standard for
ourselves and are truly sorry to hear that this standard was not met in the consumer’s
experience with us. Safe Haven would like to extend our apologies for all
frustrations the consumer has endured throughout this matter. After reviewing
the account, the consumer entered a thirty-six (36) month agreement with Safe
Haven Security for ADT monitoring services on January 21,2022.
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 is an Authorized Dealer licensed to
sell and install ADT alarm monitoring services. Prior
to the installation, **. ******* authorized a work order for the installation
of services on January 20,2022. **. *******
verified verbally on a recorded line and in writing that she understood she was
entering into an agreement with Safe Haven, not ADT.
Safe
Haven conducts multiple authorization steps to ensure if anything changes from
time of the original verbal recording to the day of the installation, the
customer’s full consent is provided. It is the consumer’s responsibility and
discretion to review any legal documentation provided to them that requires
their authorization and signature agreeing to terms and conditions for the
services provided by Safe Haven Security. Prior to the installation, a verbal
recording and an installation work order form is signed authorizing the details
of the agreed upon terms. The consumer acknowledged Safe Haven as the agreement
holder and was provided detailed information outlining the details of the contract
agreement. specifically, for the services provided by
Safe Haven Security.
When
an installation occurs, the consumer signs a contract giving authorization to
establish services, the contract terms, and any additional equipment purchases
that may occur outside of the allotted sales package provided to the customer. Safe
Haven utilizes electronic signature through the use of DocuSign. 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. When this is signed, the customer is
authorizing they agree to the terms of the agreement and authorize the completion
of the installation to their standards. Within the copy of 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 customers as well as the Notice of Cancellation document that
outlines the steps to exercise this right to cancel penalty free if chosen. The
document provides detailed instruction for a consumer to exercise their right
to cancel penalty free if chosen. It is the consumer’s responsibility and
discretion to review any legal document provided to them that requires their
signature agreeing to terms and conditions of the agreement.
Secondly,
Safe Haven was contacted by *** ******* on 9/20/2022 and advised she was
moving. Safe Haven conducted a series of emails with the consumer from
September 2022 to December 2022 disclosing relocation options offered as a courtesy
outside of the contract terms that permit the consumer to avoid early
termination fees outlined within the “IMPORTANT TERMS AND CONDITIONS” on page 2
under paragraph 2. **. ******* declined utilizing the courtesy options Safe
Haven provided and left a remaining early termination fee balance on her account
when the cancellation of service processed for *** **** ******* ****** ** ******* ********
In
last, when **. ******* refused to relocate services and enter into a new
36-month agreement, the balance left remaining on her current contract was
forwarded to an outside agent to collect on. Safe Haven disclosed all of the
necessary information about the contract terms upfront at the consumer’s
discretion to review. The consumer provided verbal, electronic, and written
confirmation on all of the recordings and documents collected pertaining to the
alarm services contract entered into with Safe Haven Security Services. When the
consumer was unable to fulfill the thirty-six-month term, Safe Have provided additional
courtesy options that the consumer later declined.
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 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
FULL.”
At
this time, Safe Haven is unable to release the customer from the contract penalty
free or adjust the collections status issued on the account. The customer failed to enforce
their right to cancel without penalty and at this time is subject to the
contract terms and the current collections status. Thank you for your time.
Customer Answer
Date: 03/19/2023
[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: When SafeHaven first made contact with me, a representative showed up at my home. Installation was set up. I would love to hear the recording of me back in January 2022 because I didn't speak to those folks over the phone about them being SafeHaven vs. ADT My dispute isn't about that anyways as this company decided to lay out at great length with no reason. My dispute is first with their contract that does not say that I cannot move. Unfortunately I did not record both conversations with the representative who sold the system and the installer that they replied to my question "what if I move" with we will move you! Free! I knew it was too good to be true. Also, I did not decline their moving options. I wanted my contact to be moved to my new home like they said they would. They refused to do that and said I needed an entirely new contract. Read their reply. They are excellent at skirting around the actual issue and providing information from their contract that does not exist. Their contract states that if I terminate the contract I pay the cancelation fee. There is zero information on their contract that says I cannot move without an entirely new contract. It does not say anywhere that the contract is location specific. I suggest they read the contract and show me their exact location specific verbiage. I've had many read it and it is not there. Regards,

***** *******
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 rejection made regarding the account listed under *******
*******. Safe Haven would like the opportunity to clarify and address the
additional points the consumer has expressed within her rejection. First, Safe Haven
Security advised previously we were unable to meet the consumer’s desired
settlement of reducing or retracting the termination fee. Safe Haven advised
the contract terms designate the property location on *** ** ******* street as
the “ Monitored Location” specific to the alarm service agreement and the terms
and conditions of the agreement for full term ( 36-months). This can be found
on the first page detailed under “Email Address”. The contract formally states
the following,
“(the
“Monitored Location”), and Authorized Dealer, with corporate offices located at
the Address set forth above. Authorized Dealer agrees to sell and install the
alarm system described in Section 5. Equipment to be Installed (the
“Equipment”) at the Monitored Location and to provide Basic Monitoring
Services, Optional Monitored or Electronic Services and Optional Services, if
applicable, as described in Section 4. Services to be Provided (collectively,
the “Services”). I agree to pay Authorized Dealer, or if ADT accepts this
Contract, ADT for Services to be provided in the amounts summarized in Section
4. Services to be Provided and Section 5. Equipment to be Installed, and upon
and subject to the terms and conditions of this Contract.”
Secondly, **s.
******* notified Safe Haven September 20, 2022 she was moving. Safe Haven
provided **** ******* courtesy relocation options within 24 hours of notice and
advised of the contract terms in addition to the early termination fee she
would be subject should she fail to utilize one of the options provided prior to
the account terminating. ***. *******’s dispute is in regards to the courtesy
options Safe Haven provides, not the contract. Again, they are courtesy options
provided at Safe Haven’s discretion, not for the consumer to dispute or alter
to their liking as the contract itself is what the consumer signed and
authorized they would uphold. *** ******* disputed the courtesy relocation
options Safe Haven and the cost associated with relocation. Safe Haven advised the
consumer the options were a courtesy and the contract specifically outlines the
terms of the agreement she is subject to. Parallel to term 2 on page 5, page 7,
term 19 B3 under” Cancellation” specifically, states the following,
‘”B. Dealer may
cancel this Contract upon written notice to Me if: ( (3) I fail to comply with
any other term”( Term 2)
“or condition of this Contract.” ( 36-month
agreement at the designated “ Monitored Location”)
“ Upon receipt
of written notice from Dealer,” ( Mover options sent with the early termination
fee advisement sent on separate occasions)
“ I will have
ten (10) days to correct the deficiency. If I do not correct the deficiency in
a timely manner, and Dealer does cancel this Contract, Dealer may assess
contract termination charges, if any, as described in Paragraph 2 above.”
Concurrent to the
above, when ***. ******* gave notice in September, she was acknowledging that
she was unable to comply with the 36-month term at the specified monitored
location of the agreement (*** * ******* ***). Safe Haven (Dealer) provided
***. ******* written notice of alternative solutions from September 2022 to
January 2023to avoid the deficiency ( the early termination fee) and gave
notice of the termination charges she would be subject to in the event she failed
to utilize a courtesy option. The consumer fails to regard Safe Haven’s courtesy
to the alarm services agreement and has even disputed the courtesy due to cost.
Secondly, ***. *******
has stated on multiple occasions that there is no place within the contract
that says she cannot move, however has failed to acknowledge the terms that
identify she can move or any of the related terms that do identify the length
of the term agreement, the specific “Monitored Location” the term applies to
and the early termination fees assessed in the event she breaches the term of
the agreement due to relocating from the “Monitored Location” In last, it is at
Safe Haven’s discretion to offer courtesy options. Safe Haven offered the
consumer multiple opportunities to execute one of the courtesy options and she
chose to dispute the options eligible to her over a 3-month time period. Safe Haven has been clear and have attempted to ensure the consumer's comprehension on the terms of the agreement, but also what it means to be provided courtesy options and how to execute them properly. ***. ******* failed to provide Safe Haven with the necessary information to dispute
the early termination fees on her behalf after she allegedly obtained new monitoring
services with ADT. ***. ******* has consistently made false allegations against
Safe Haven and as recent as March 7,2023 claimed Safe Haven never contacted her
regarding any of the information listed above.At this time, the
previous findings stand and the consumer’s collections status is valid. ***.
******* failed to obtain new services with Safe Haven under a new service
agreement, provide the detailed information requested by Safe Haven of a new
service agreement with ADT corporate or fulfill the early termination fee
balance outline within the services agreement. ***. ******* will need to
communicate with the collections agency to settle the remaining balance left
from her alarm services agreement moving forward.
Initial Complaint
Date:03/06/2023
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 service was installed on October 29, 2022. Every since installation I have had an issue with the service and called them pretty.much weekly. No one knows how to resolve my issues I have spoken to numerous representatives, 6 techs have been sent to the home and still no resolve. The door bell has been replaced, and it still doesn't record video. People literally can walk up to my home and door without me being aware. No will let me speak to manager, the representative that signed me has ghosted me, a so called manager with safe haven has ghosted me. No one is responsive to my request and they refuse to allow me out of my contract, though they haven't been able to resolve the issue. The last representative I spoke to informed me the solution would be to get their new ****** camera at cost to me because they can't resolve an issue that is their fault. I cancelled the service and they wnt me.to.pay over $1,000 for the cancellation, which was cancelled because I've been paying for nonworking service from day 1. I haven't safe having their security one day since I've lived in my home, which defeats the purpose of having their service. They supposedly have a guarantee that they will let you out of contract is you're unsatisfied and can't fix the issue on their part, however I have met resistance regarding this as well. This situation has been very frustrating and I shouldn't have to work this hard to get what I'm paying for, nor should I be ignored by a business I may a patron of.
Business Response
Date: 03/06/2023
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 03/13/2023
Dear Better
Business Bureau
Please
accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
response to the complaint made by Latasha Dennis. Safe Haven Security sets a
high standard for ourselves and are truly sorry to hear that this standard was
not met in the consumer’s experience with us. Safe Haven would like to extend
our apologies for all frustrations the consumer has endured throughout this
matter. After reviewing the account, the consumer entered a thirty-six (36)
month agreement with Safe Haven Security for ADT monitoring services on October
29, 2022.
First
and foremost, Safe Haven would like to advise the consumer issued a cancellation
request that was completed on March 6,2023. Safe Haven disclosed all of the necessary
information about the contract terms upfront at the consumer’s discretion to
review. The consumer provided verbal, electronic, and written confirmation on
all of the recordings and documents collected pertaining to the alarm services
contract entered into with Safe Haven Security Services. The alarm services contract is provided directly through
our partnership with ADT. Within this agreement, Safe Haven does not provide a
six-month money back guarantee, however, ADT does offer a " Longest
Money-Back Guarantee". The guarantee only applies after ADT has made
attempts to resolve a system-related issue and has not been able to resolve
that issue within the first six months of a direct contract with ADT. Moreover,
Safe Haven understands where the confusion may arise with a consumer about the
terms governing over the guarantee, however, your services were obtained
through an Authorized Dealer, not ADT. In the event a consumer issues a claim
to a money-back guarantee, Safe Haven advises clarity and eligibility on the
terms.
Safe
Haven provides an operational guarantee to our customers. This guarantee occurs
in the event we have made several attempts to resolve a system-related issue
and have not been able to resolve that (singular) issue within the first six
months of the contract, in addition to a Safe Haven technician exhausting all
options deemed necessary to provide a resolution unsuccessfully. If a Safe
Haven technician deems a consumer's system inoperable, Safe Haven may permit
the consumer eligibility for a penalty-free release. When system is referenced,
"system" means the security system, not any supplemental devices such
as ;( cameras, door locks, garage door sensors, thermostats, lamp modules, key
fobs, etc.) Supplemental devices are not a factor in the functionality of the
actual security system and do not prevent ADT monitoring stations from
receiving a signal, nor do they cause an interruption of the monitoring signals.
Conditions preventing normal system operation cannot be caused by the customer
in order to qualify for Safe Haven’s operational guarantee. Safe Haven’s
operational guarantee is based on the operation of the system, it is not based
on a satisfaction guarantee.
Secondly,
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 due to the recording function of the doorbell
camera and a request with connecting smart home feature devices. Safe Haven did
not perform any additional service request that pertained to the function of
the alarm monitoring signals or the malfunction of the system. Additional service
trip request were made on the following dates; 11/15, 12/10 and 12/31. Each of these
trip requests were in regards to the placement of the cameras, not the function
of the supplemental device. Relocation of equipment or placement of devices is
not covered under warranty and subject to an $85 trip fee for every occasion. Safe
Haven performed three (3) out of the four (4) additional service request for
camera placement with no additional charge to the consumer. In total, Ms.
Dennis was exempt from over $250 dollars’ worth of fees (not including tax) as
a courtesy by Safe Haven in efforts to maintain positive relationship.
After
further investigation of the allegations made by the consumer, Safe Haven did
not find any evidence that would support the customer be issued any adjustments
to her billing. Safe Haven allows all of our consumers to review the terms of
the contract at the time of installation and after. It is the consumer’s
responsibility and discretion to review any legal document provided to them
that requires their signature agreeing to terms and conditions, specifically,
for the installation of the equipment provided by Safe Haven Security. Safe
Haven was permitted to return to the residence on four (4) separate occasions
from November 2022 to December 2022 in regards to the placement of the cameras.
Prior to December, Safe Haven visited the residence on one (1) occasion outside
of the installation that did not pertain to the placement of the cameras, but
was in reference to user education on how to utilize notifications for the
doorbell camera and it’s recording features. None of the visits that occurred were
to any cause of service interruption or failure to the alarm monitoring system.
Safe Haven provided the consumer with additional instruction to honor her relocation
request, however, the consumer was advised additional electrical and an
electrician would be needed in order to complete her request. The consumer declined following the instruction advised and Safe Haven was unable to relocate
the device as we do not have control over the power sources within the home that
operate the doorbell.
In last, the consumer requested
cancellation of services that left a remaining termination fee balance on the
account. 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 – 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.”
Early termination terms and the previously
mentioned terms surrounding the Notice of Cancellation document give specific
detail of dates outlined that were permissible for cancellation penalty-free. The
consumer failed to enforce their right to cancel without penalty and at this
time without the system being deemed inoperable by a licensed Safe Haven
technician, the customer would be subject to the contract terms and the pending
collections status should she fail to fulfill the remaining balance. Thank you
for your time.
Initial Complaint
Date:03/03/2023
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.
Numerous issues with this company. This is just ONE of TWO issues resulting in me cancelling my contract

1. Salesman who showed up at the door misinformed me and my friend about what I would be getting if I went with them. The agreement we made with him before he left was I would have a doorbell, a camera in the front of the house, a camera in the back of the house, a motion sensor inside the house, and 3 door alarm's. Not once did he mention that he was a 3rd party contractor with ADT. both I and my witness both had thought he was ADT.

2. Installer showed up unannounced and began installing without first going over and having me sign the contract. The installer did not go over the contract with me and was just waiting for me to finish signing it on a phone which I could barely even read due to working an overnight and them showing up unannounced. I hurried signed it as I had him waiting on me and I had only a few more hours to get sleep before my next shift at work. STILL I did not know I was signing a contract with Safehaven. The stickers, sign, and app all had ADT name on it and NOTHING that I was told or given besides the contract which I was rushed and could barely even read on the small phone screen, showed that I was signing with a 3rd party contractor and not the actual company I was mislead into signing with.

3. The installer installed a camera in the front and a doorbell in the front, When i asked him where the camera in the backyard was. he stated the contract is only for 1 camera, 1 doorbell, and door alarms and that i had to contact them to get it fixed. I called ADT and then found out ADT did not have the contract. When i spoke with Safehaven they said they will work on getting it out to me. They never did. After i called them again to figure out why they didnt contact me they said its not part of the contract. I then wanted to terminate the contract and they said it was too late and i would have to pay off the entire contract to cancel.
Business Response
Date: 03/03/2023
Dear Better
Business Bureau
Please
accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
response to the complaint made by ***** ****. Safe Haven Security sets a high
standard for ourselves and are truly sorry to hear that this standard was not
met in the consumer’s experience with us. Safe Haven would like to extend our
apologies for all frustrations the consumer has endured throughout this matter.
After reviewing the account, the consumer entered a thirty-six (36) month
agreement with Safe Haven Security for ADT monitoring services on July 30, 2022.
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 with servicing the equipment within the first
year of obtaining the alarm services contract. ADT provides monitoring services
and collect monthly billing under the contract terms. After
further investigation of the allegations made by the consumer, Safe Haven did
not find any evidence that would support the customer be issued any adjustments
to his billing. Safe Haven allows all of our consumers to review the terms of
the contract at the time of installation and after. It is the consumer’s
responsibility and discretion to review any legal document provided to them
that requires their signature agreeing to terms and conditions, specifically,
for the installation of the equipment provided by Safe Haven Security. Additionally,
Safe Haven collected a verbal authorization recording in which the consumer not
only was informed they were speaking with Safe Haven, but agreed to the
standard terms of the rate and equipment to be provided by Safe Haven. Prior to
the recording, the consumer also provided an electronic signature on a work
order for the services to be installed by Safe Haven, in addition to the 36-month
contract being referenced. Concurrent
to the above, when a consumer signs the contract, they are presented an
electronic contract on a mobile device with the installation technician. Safe
Haven utilizes electronic signature through the use of DocuSign. The consumer
is 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. When
this is signed, the customer is authorizing they agree to the terms of the
agreement. Within the copy of the contract, time stamp and date analytics reflect
of when the contract was sent, reviewed, and signed. Safe Haven provides a
three-day right of rescission period for all customers as well as the Notice of
Cancellation document
provides detailed instruction for a consumer to exercise their right to cancel
penalty free if chosen. Moreover,
Safe Haven has discussed, the contract with the consumer in detail on several occasions
at length. The consumer gave verbal and written consent to two (2) cameras
being provided within the features of the equipment given in the sales package,
one outdoor and one doorbell. A copy of the verbal authorization recording,
installation work order, and contract have 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 – 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.”
Lastly,
the “IMPORTANT TERMS AND CONDITIONS” page additionally outlines significant
details the consumer has disputed knowledge of after verbally and electronically
acknowledging prior. Should the consumer wish to move forward with their cancellation request for
the services obtained through Safe Haven, they will be subject to 75% of the
remaining balance of the contract. Safe Haven can be reached directly by phone
at 844-413-1920 Monday through Friday, 8 AM- 7 PM central time. Should the
customer be unable to utilize phone services they may also contact Safe Haven
directly at *******************************. Thank you for your review.
Customer Answer
Date: 03/04/2023
[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:
1) The Basis of the contract was not met, safehaven is supposed to provide security services for the House through use of alarm and camera system, specifically using the items purchased, doorbell camera, outside camera, door alarms. that was all not met when my cameras went down and i was unable to get it up and running and schedule a technician to come out to fix said cameras over the course of 3 weeks
2) The contract is based on a mutual mistake of fact. From the very beginning Safehaven was misleading. And I have a witness who has done a letter stating events that transpired who has wrote a letter bf can confirm this. The fact that the salesmen who came to my door was misleading and said I would have two cameras one in the backyard be one in the front yard, and he also never mentioned he was a third party contractor with Safehaven for ADT. 2 the installer showed up unannounced, the very next day after I had worked a double, a 16 hour shift half of which was a midnight shift. The installer started to install before remembering that I had to sign the contract (A BREACH OF POLICY). I was not read the contract I was handed a phone which I could barely see due to poor eyesight, and also only have 1-2 hours of sleep in the last 20 or so hours. Meaning the contract was not properly gone over with me and I was not in the right frame of mind to even sign the contract to begin with. Then the installer installed a camera out in the front driveway and a doorbell. When I asked where the second camera was. He explained the doorbell is the camera. When I informed him that I was told I would have TWO cameras one in the front of the house and one in the back of the house. He told me it was already installed to the front and he does not have another camera to install in the back. Which prompted me to contact ADT, because no one ever explained to me YOU GUYS were not ADT but in fact a 3rd party contract. All of this can be verified through ADT and Safehaven. I’m confident Safehaven or ADT has my initial request and complaint for a backyard camera, which after spending HOURS on the phone I was not contacted about again. After that, I tried to cancel the services being unsatisfied with the amount of unprofessional and misinformation yet I was unable to, as 3 businesses days had already passed while I had waited for a response about the cameras.
Due to this, which can be verified through witness testimony, I have 2 avenues to get out of the contract. 1) not being in the right state or frame of mind to read the contract on a tiny phone when holes had already been drilled into the house and he could only continue until I finished signing while I was desperately in need of sleep and trying to go back to sleep. <again can easily be verified by work schedule, a witness, and I’m sure the installer and salesmen having to testify under oath in court. And 2) the fact I was misinformed about who the contract was being made with as your salesmen had made no attempt to inform use the basis of the contract and I had not agreed to this contract. As I was expecting to have TWO cameras one in the driveway and one in the badkyard which was not met.
3) With above information I can also prove the contract is based on fraud.
4) The contract that currently exists with Safehaven should have been canceled when the contract with ADT was made. The fact that it did not, means that Safehaven, when asked to repair said cameras, should had, as the contract still existed. Rather than directing me back, numerous times, to ADT. The contract could/would have also been bought out by my new security company if Safehaven, followed properly policy and procedures in contacting me within 48 hours of ADT submitting what they had to submit to cancel the policy. Because Safehaven bad not contacted me, ever, in this regard. I had already made a new contract with a new home security services company. Due to safehavens own negligence the contract did not get bought out as it should have been.
For these reasons the “fee” for cancellation should be made and the contract should be terminated. If not, I will be seeing Safehaven in court which will result in safehaven being charged: court fees, the cost of the remainder of the contract, the amour of hours I spent waiting and trying to get help from Safehaven at a rate of $28.85 an hour. I currently have over 18 proven hours to charge safehaven payment for.
Regards,

***** ****
Business Response
Date: 03/06/2023
Dear Better Business Bureau
Please accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the additional rejection made by ***** ****. Safe Haven Security. Safe Haven would like it noted, the consumer’s initial complaint desired settlement was listed as a “Billing Adjustment” due to two allegations resulting in the consumer’s discretion to cancel their service agreement. The two allegations consisted of; 1. Being misinformed about was included in the sales package, 2. Installed showing up to the consumer’s reside unannounced without going over the contract and having the consumer sign it. Safe Haven provided supporting documentation to disprove and dismiss the allegations formed in the initial complaint with verbal recordings, work orders, and electronic signatures provided by the consumer acknowledging Safe Haven as company, the date in which installation work would be performed, equipment being provided, and the terms in order to obtain the equipment provided by Safe Haven and alarm monitoring services executed by ADT.After reviewing the rejection points the consumer listed, the consumer has listed additional complaints that Safe Haven will address below.
1. Safe Haven is an Authorized Dealer of ADT. We are licensed to sell and install ADT alarm services and equipment, both of which were confirmed by the consumer through the use of electronic DocuSign and verbal authorization recordings. Additionally, the devices the consumer references as purchased are false. Safe Haven previously advised the consumer authorized verbally and electronically the following equipment was included in the sales package with no additional charges. Please see the equipment package listed below,
• Touchscreen Main Panel | Qty = 1 | Item Charge = 0.00
• Door/Window Sensor | Qty = 3 | Item Charge = 0.00
• Outdoor Camera | Qty = 1 | Item Charge = 0.00
• Doorbell Camera | Qty = 1 | Item Charge = 0.00
Moreover, Safe Haven advised the consumer reached out on August 11, 2022, following the completed installation of equipment surpassing the designated rescission period. During the contact attempt, the consumer alleged being owed a motion sensor due to the following transcribed voice message stating,
“found out that I don't have a motion detector for inside my house, the one for when I do the way I was told by someone who has the same system, a package that she has a motion detector in her house. But I don't have one in mine. So I think maybe they forgot when installed or something that like to speak to someone to see if we can fix that on.”
Additionally, Safe Haven was not notified of any service issues or request. Following the communications in August, Safe Haven didn’t receive any communication from the consumer until February 23, 2023. On that date, the consumer notified Safe Haven they had another company install services and attempted to reference the same points issued in the rejection, specifically term 19 section 2 in order to cancel penalty-free. Safe Haven advised the consumer, we would have first needed to have been alerted of service issues and exhausted all efforts as the installer. If Safe Haven had been extended the previously mentioned and found the system (meaning any equipment submitting signals from the residence to ADT’s alarm monitoring center, or the applicable fire or police department, not supplemental devices e.g., cameras, door locks, and thermostats) was inoperable, it would be at that point Safe Haven may deem the system inoperable and offer a penalty- free termination. The events outlined above did not occur and therefore, Safe Haven did meet the “Basis of the contract”.
2. Safe Haven has addressed the consumer’s allegations of being misled and equipment agreed upon with verbal recordings and written documentation authorized by the consumer disproving the claims referenced in this point. Safe Haven did not breach any policy. The consumer has been previously advised it is their discretion to review any document that requires their signature, including additional provisions that provide additional time (rescission period) to review and enforce cancellation of terms, i.e., the Notice of Cancellation. The consumer willfully authorized a verbal recording, a written work order, an installation date, and an electronic contract during July 29,2022-July30,2022. If at any point during the installation the consumer did not want to move forward with services are after services were installed, the consumer could have enforced their right to cancel penalty-free and failed to do so.
3. When fraud is alleged regarding the contract, the consumer would have to first not confirm they signed the electronic contract. Safe Haven uses smart analytics to provide the IP address, the email used to authenticate the signature (i.e., *******************), and time stamp and date of when those actions occurred. These analytics can be found within the contract on page 16 under the Certificate of Completion further disproving new allegations of fraud.
4. Safe Haven has confirmed with ADT, no additional contracts have been entered into or exist with ***** **** outside the agreement that remains active with Safe Haven. The current contract in place has a pending cancellation listed to finalize on March 26,2023 by ADT. Additionally, the consumer is not at liberty to discuss Safe Haven’s internal policy and procedure based on assumption as fact. The allegations of policy and procedure the consumer has alleged within this point are false. Safe Haven is not required to contact a consumer within 48-hours of them requesting cancellation with ADT and when the consumer contacted Safe Haven to advised of terminating services, the consumer was provided the early termination fees at which point they had opportunity to provide to whomever they are alleging could “buy out” their contract. Safe Haven was not negligent at all in this matter.
In last, Safe Haven has previously disclosed the fees for early termination that the consumer has had the opportunity to fulfill. Safe Haven has previously advised we do not have authorization over the monitoring services and that ADT places all terminations on the account. Safe Haven will not comment on any additional litigation threats from the consumer as we have provided all the necessary information to disprove the allegations in the complaint and rejection complaint issued to the Better Business Bureau. The consumer’s account is pending cancellation effective March 26, 2023. The consumer will be subject to the early termination fees without any adjustment to the billing. The consumer may contact Safe Haven directly by phone to pay the balance at 844-413-1920 Monday through Friday, 8 AM- 7 PM central time.
Initial Complaint
Date:02/28/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I got ADT home security service for my new home . After 3 months of the service, my cameras stopped working . I contacted my local dealer on the Saturday that happened and the office was closed. I think it's terrible because it's a security system, and if you have problems with your system during the weekend, no one can help you. So I left an email and nobody contacted me for almost 2 weeks , so I called again . Customer service was extremely rude, and didn't wanted to help. They told me they were going to charge me 90 dlls to send a technician to fix what they did wrong . I don't think I should be paying for their mistakes. I requested a technician to come but he couldn't fix the problem. He said we will come back later during the week. But he never showed up. I contacted him for 4 straight weeks almost every day . My problem hasn't been resolved and I want my money refund and cancel my service.
I posted my experience on social media and got contacted by an employee of the company. I file a dispute and haven't heard back from the company.
I attached messages between me and the technician. It's really hard to get in contact with the company, so my only and las lt resources were to contact him. I also attached the conversation that I had thru social media
Business Response
Date: 03/02/2023
Dear Better Business Bureau,
Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued 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 reviewing the account, the consumer entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on August 12, 2022. 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 is open Monday- Friday, while ADT provides 24/7 call centers for monitoring concerns through the weekend. In the event a consumer reaches out to Safe Haven outside of business hours, a consumer is able to contact ADT directly, specifically for monitoring concerns. In the event a device is not working due to Internet or network issues, it is under the consumer's responsibility to provide sufficient Internet required for standard operating functions of those devices. After review of the consumer's allegations, Safe Haven did not find any incoming call records from the consumer contacting Safe Haven following the installation anytime prior to November 7,2022, which also happened to be the same day Safe Haven scheduled a service appointment for the customer. *** ******* was not charged any service fees for the visit, nor was the service request due to any issues of system malfunction. Safe Haven's technician went to the consumer's residence per his request on November 8,2022 to rehang additional sensors, provide user education on the ADC features within the system. Following the service appointment above, Safe Haven received a voice message from the consumer on Saturday, November 12,2022. Safe Haven spoke with *** ******* within 24-48 hours of his notice regarding the doorbell camera not working. *** ******* advised his system was working, but that he had changed the name of his network and his doorbell camera was no longer functioning. Supplemental devices are not a factor in the functionality of the actual security system and do not prevent ADT monitoring stations from receiving a signal, nor do they cause an interruption of the monitoring services. Conditions preventing normal system operation cannot be caused by the customer, so in the event the consumer changes the name of the network, that in turn can cause camera devices to no longer function based on the network they were originally set up under no longer being present.
Moreover, Safe Haven spoke with *** ******* on November 14,20222 and advised of technical support ticket that as entered to help assist him remotely to help sync the cameras to the new network name. *** ******* was advised 24-48 hour call back time for resolution assistance with the camera and he accepted. Safe Haven't technical support agent contact *** ******* the following day ( 11/15/22) and the customer advised he was not at home ,nor would he be for the next few days and that he wanted to have a technician go out to his residence and reconnect the cameras. The agent advised *** ******* he would have to be present at the home for an on site visit and a service fee would be assessed. Following the agent's instruction of the on site visit, *** ******* advised he no longer wanted a service visit and wanted to cancel the services. Safe Haven provided *** ******* a verbal and written confirmation of the fee for his review in order to move forward with his request.
Additionally, ** ******* contacted Safe Haven on November 16,2022 and requested for his back door sensor to be replaced due to falling off. Safe Haven's customer support team advised that the technician could go out to service the sensor without a fee after *** ******* began using profanity towards her, however, *** ******* was advised should he request the tech to service the cameras he would be subject to the $85 service fee. *** ******* confirmed he understood and confirmed a service appointment to be performed on November 17,2022. Not only did *** ******* have the technician service the cameras, he failed to pay the associated trip fee he had been previously advised of. During the services appointment, the technician noted, that he fixed the back door sensors and the cameras were not working due to lack of WiFi in the home. Following that appointment, Safe Haven has not received any further communication from the customer.
After review of the allegations made by the consumer,Safe Haven did not find any evidence to support the allegations formed. Safe Haven provides "Important terms and Conditions" that address the consumer's responsibility to provide compatible Internet services to support the necessary devices applicable, terms relating to service fees and early termination fees. These terms are referenced begging on page 5, under term 2( Early Termination of This Contract ), page 6 term 8 ( Installation), page7 term 10 (Extended Limited Warranty/ Quality Service Plan). Safe Haven would like to note, *** ******* had contact Safe Haven customer support each occasion he scheduled a service visit, however following the last visit he began contacting the technician on his personal phone to schedule. At no point in time did Safe Haven advise *** ******* to utilize alternative scheduling tactics, nor was Safe Haven made aware of any additional request to schedule. Per term 26, Safe Haven is not bound by representation, condition, promise, warranty, or express implied if not written into the contract. When *** ******* chose to attempt scheduling outside of his previous method with the confirmed appointments In conclusion, Safe Haven is unable to issue a penalty-free cancellation or compensate *** ******* any additional reimbursement cost. Safe Haven has addressed each of *** *******'s service concerns when notified and provided resolution on each occasion present within the agreement. It is under *** *******'s discretion to terminate services, however, should his termination request be issued prior to the fulfillment of the 36-month agreement he would be subject to the contract terms in reference to the early termination. Thank you for your review.
Customer Answer
Date: 03/03/2023
[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: Safe haven claims to strive on their custumer service but in reality it's the worse I have ever encountered from a company. After calling the first time on a Saturday and finding out that they don't work during the weekend, I did call adt and the only thing they did is to give me the safe haven number again , adt did not helped at all. I then emailed safe haven and they didn't reply at all to my email, I had to call the next week on a Monday because they didn't even try to contact me. After I talked to someone on the phone they scheduled me a call with a technician but they never mentioned that I had to be at the house during that time. At this time this is already weeks since my service hasn't worked. I contacted the technician on his personal phone because that what he told me to do, to let him know and also because safe haven service it's hard to get in contact with. For a security company that says they care about custumer service they really don't do anything to show it. They know my service hasn't worked so why they haven't checked back to re scheduled or anything really ? They gladly collect the pay knowing my service hasn't worked. During my phone calls with custumer service the people I talked to are rude and they don't provide much assistance at all. Overall their custumer service it's the worse I have encountered with any company. I have never submitted a complaint but this company didn't leave me with any other choice because safe haven or adt have provided any assistance

Regards,

********* *******
Business Response
Date: 03/03/2023
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 previously provided
timelines and call recordings of Safe Haven proactively addressing the consumer’s
concerns within 48 business hours or less of notice in reference to the false
allegations concerning Safe Haven’s lack of customer service. Additionally, the
consumer has not been able to provide any factual documentation outside of
hearsay confirming Safe Haven advised him to contact the technician directly to
schedule additional service calls as all previous service-related concerns had
been addressed directly through Safe Haven customer support, not the technician
themselves.
Furthermore,
it is at the consumer’s discretion to give notice for any service concerns.
Again, Safe Haven does not have access to monitoring records, nor do we collect
billing for the monthly monitoring services. Safe Haven is an Authorized Dealer
of ADT permitted to install and service the equipment utilized for their ADT alarm
monitoring services. The rejection response is supported by opinion and not fact. Safe
Haven has already advised the consumer is not eligible for a penalty-free
cancellation or reimbursement cost. Safe Haven has addressed each of Mr.
Jimenez's service concerns when notified and provided resolution on each occasion
present within the agreement. If *** ******* has been experiencing service
issues, Safe Haven has not been made aware by ADT or the consumer directly
through the designated customer support channels previously utilized. It is
under *** *******'s discretion to contact Safe Haven to schedule a service
appointment with the associate service fees, should he wish to forego scheduling
a service appointment and want to terminate services, he would be subject to
the early termination fees. Safe Haven customer support can be reached Monday
through Friday, 8AM to 7 PM central time. Thank you for your review.
Customer Answer
Date: 03/03/2023
[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 Safe haven has recordings of the phone call as well as adt with the numerous times I have called. I first contacted adt and they Pointed the finger at safe haven. So now you guys are doing the same . I file a dispute with adt as well an no one wants to be responsible. Again I called safe haven during the weekend and got directed to adt and that keeps happening. I have record that I presented as well as safe haven an adt. The lack of professionalism of both companies it's absolutely terrible. Happy to collect money but nothing to help the customer. I worked 14 years in the service industry before I joined the military. I know what good service is and both companies are the worst I have ever encountered, as a customer service employee as well as a client . Never before I have complained but both companies are terrible
Regards,

********* *******
Business Response
Date: 03/13/2023
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 previously addressed the consumer’s initial
complaint regarding terminating services. Safe Haven addressed additional
allegations regarding lack of service attention and reference the account
history and scheduling decisions the consumer made outside of Safe Haven’s original
servicing advisements. *** ******* utilized alternative scheduling tactics and
did not make Safe Haven aware of any additional request for scheduling. The most
recent rejection has not issued any additional information that Safe Haven has previously
addressed. Each of *** *******'s service concerns have been addressed when Safe
Haven was notified. Safe Haven has advised *** ******* failed to utilize the
designated support services initially used when scheduling service appointments
at his own discretion. At this time, *** *******' has not made any additional
attempts to contact Safe Haven to schedule a service appointment with the
associated service fees, nor has he provided any additional statements that would
disprove the supporting documents issued by Safe Haven in reference to his
complaints. Should he wish to forego scheduling a service appointment and want
to terminate services, he would be subject to the early termination fees.
Customer Answer
Date: 03/13/2023
[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: They said I haven't tried to contact them recently. I got tired of doing it without getting any response. That's why I filed a claim to adt first and then to bbb after not receiving any response from the company. Filling a complaint to bbb was my last resource. I got tired of being ignore by adt and safe haven. I should not have to pay a fee for service that doesn't work. Either get refunded and send someone to fix the problem or cancel my service with no fee. It's becoming a security problem as well because I have some stuff taken of my property and I don't have any recordings of when that happen

Regards,

********* ******
Initial Complaint
Date:02/24/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was contacted my a "ADT SALESMAN". We agreed upon service for security system. Scheduled to have system installed and was installed after multiple visits from installer who kept having defective or not the correct sensor. System was installed and technician informed me that any issues to give him a call. At this time i thought i was purchasing a ADT security system backed by ADT customer support and guarantees. I was never explained to by the salesman, who had an ADT shirt on stating they were from ADT, the service tech, with and ADT shirt on stating they were with ADT, all work for this company "safe harbor". While like alot of business' the contracts and paperwork did say safeharbor but was never explained that they were a separate company than ADT. Now that we are having problems, and the phone number to our salesman who claimed he worked for ADT, "***** *******", And Service Tech who came to install ADT equipment both are either not working for the company or not answering. ***** our salesman states he no longer works for company and to contact this safe harbor for support. We contacted after having many install issues safe harbor, siting ADT 60 day money back guarantee, to find out Safe harbor is not ADT and offers a 3 day guarantee, even though it took a week for our system to be installed completely but never correctly. We now owe over 1,000 dollars to buy out our contract. or pay 59.99 per service call to come fix our equipment that was never installed correctly. Upon talking to customer support they informed we never contacted them about issues till today 2/24/23. And simply responded that their tech who gave me their phone number to contact them with problems does not document issues when we would call them and we should of contacted their office. Even though this whole time we didn't know who safe harbor was, we believed we were dealing with ADT directly.
Business Response
Date: 02/27/2023
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. After reviewing the account, the consumer entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on October 26, 2022.
After further investigation of the allegations made by the consumer, Safe Haven did not find any evidence that would support the customer be issued a refund or that Safe Haven issued any advertisements or claim that required a modification. Safe Haven allows all of our consumers to review the terms of the contract at the time of installation and after. It is the consumer’s responsibility and discretion to review any legal document provided to them that requires their signature agreeing to terms and conditions, specifically, for the installation of the equipment provided by Safe Haven Security.
Additionally, Safe Haven collected a verbal authorization recording in which he not only was informed he was entering into an agreement with Safe Haven, but that he agreed to the standard terms of the rate and equipment to be provided by Safe Haven. When a consumer signs the contract, they are presented an electronic contract on a mobile device with the installation technician. Within the copy of the contract, time stamp and date analytics reflect when the contract was sent, reviewed, and signed. Safe Haven provides a three-day right of rescission period for all consumers outlined within the Notice of Cancellation. The document provides detailed instruction for a consumer to exercise their right to cancel penalty free if chosen.
Following the terms outlined in the Notice of Cancellation, a copy of the contract has been attached for your reference. Amongst the details agreed upon by the consumer, the contract discloses Safe Haven being an authorized dealer, additional fees, warranties, and early termination terms found within,” THE IMPORTANT TERMS AND CONDITIONS” located on page 5. Term 10 titled as,” EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” states,
“If I purchase Dealer's Extended Limited Warranty, which is called the Quality Service Plan or QSP, Dealer will repair or, at its option, replace any part of the equipment supplied by Dealer that requires repair or replacement due to malfunction, excluding wiring and batteries. 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 ***********
Concurrent to the above, at any point a consumer wishes to forego paying the agreed upon service fees or mentions wanting to terminate the services, an early termination fee is due in full. *** ********* * emergency contact notified Safe Haven a service request was needed on 2/7/2023. Safe Haven informed the consumer of the standard service trip rates outlined above, in addition to the early termination fees. Safe Haven cannot speak on behalf of ADT; however, Safe Haven does not offer a 6-month money back guarantee. In the event a consumer is experiencing services issues that Safe Haven has been able to provide resolution to, Safe Haven may deem a system in operable once the system has been evaluated. Should Safe Haven be permitted to exhaust all efforts in resolving system errors and be unable to restore the system’s standard operating function, the consumer may be given notice of a penalty-free cancellation due to an inoperable system.

In last, *** ******** authorized he read and understood the terms detailed above. Safe Haven was not notified of any system errors prior to 2/7/2023, nor has Safe Haven been permitted to provide a service evaluation to aid in a resolution. At this time, should the customer wish to move forward with scheduling a service appointment to address their service needs, Safe Haven encourages *** ******** to contact u directly to schedule a return trip with associated trip fees. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 7 PM central time. Should the customer be unable to utilize phone services he may also contact Safe Haven directly at ******************************** Thank you for your review.
Customer Answer
Date: 02/27/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because:

Regards,

***** ********
Initial Complaint
Date:02/22/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A salesman came to my door offering security services so I let him in to discuss further detail. He offered me a deal of $60 a month for an agreed upon security equipment and services. He reassured me that I would be able to cancel the services if I needed to because I informed him that I may not be able to afford the payments. I just moved into my house and I hadn’t figured out my month budget. The salesman told me that by signing a contract, it would only lock in the price he was offering. He continued to reassure me that I could still cancel at any time. ADT didn’t finish the installation, we were supposed to receive the tablet, 2 window censors, 3 door censors, 2 basement glass break censors, 1 garage tilt censor, co censor, and 1 smoke censor. We only got the tablet and one front door censor installed. We were waiting for the other sensors that were on back order. When the time finally came, I needed to cancel the whole service. I called ADT and they just said ok your cancel is pending. There’s no next steps but to wait. Now, I received a debt collection notice in the mail so I called asking what it’s about. ADT told me that I signed a 3 year contract and now I owe them 75% of that for canceling the services. I told them that I talked to *****, the salesman, and I told them how he promised I could cancel at anytime, no fees, and the company told me there’s nothing they can do because I signed the contract.
Business Response
Date: 02/27/2023
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.
After reviewing the account, the consumer entered a thirty-six (36) month
agreement with Safe Haven Security for ADT monitoring services on November
21,2022. After
further investigation of the allegations made by the consumer, Safe Haven did
not find any evidence that would support the customer be issued a correction a
credit report, or that there was anything that reflected Safe Haven issuing any
errors to the consumer’s credit report. Safe Haven allows all of our consumers
to review the terms of the contract at the time of installation and after. It
is the consumer’s responsibility and discretion to review any legal document
provided to them that requires their signature agreeing to terms and conditions,
specifically, for the installation of the equipment provided by Safe Haven
Security. When a consumer signs the contract, they are presented an electronic
contract on a mobile device with the installation technician. Within the copy
of the contract, time stamp and date analytics reflect when the contract was sent,
reviewed, and signed. Safe Haven provides a three-day right of rescission
period for all consumers outlined within the Notice of Cancellation. The
document provides detailed instruction for a consumer to exercise their right
to cancel penalty free if chosen. Additionally,
Safe Haven collected a verbal authorization recording prior to the installation
in which he not only was informed he was entering into an agreement with Safe
Haven, but that he agreed to the following equipment to be installed at 6:30 into
the verbal authorization recording; monthly rate of $55.99, 1 panel, 1 glass break
sensor located inside of the panel, 5 door/window contacts, 1 glass break
device, 1 smoke heat sensor, 1 carbon monoxide
detector. At the installation, a return trip was required to complete the
installation under the consumer’s advisement. Safe Haven made two separate attempts
to complete the installation, once on 11/28/2022 and the other on 12/1/2022.
Following
the consumer’s refusal to allow Safe Haven to complete the installation, ADT
notified Safe Haven on 12/12/2022 that the consumer requested a service cancellation.
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.”
Furthermore,
the account cancellation completed on 1/13/2023 and the account balance was forwarded
to an outside agency on 1/16/2023. The consumer signed the read and understood
the terms and conditions, including those pertaining to early termination. Once
the account cancelled, it was Safe Haven’s discretion to collect the balance however
chosen. Safe Haven chose to forward the balance to an outside agency to
continue collections efforts directly with the consumer. Once the account was sent
to collections, it was at the consumer’s discretion to settle their balance
with the outside agency directly.At this time the balance on the account stands
and the collections status is valid. Should the consumer need to discuss
anything regarding the account balance, we encourage the consumer to speak the
outside agency directly to settle the balance. Thank you for your review.
Initial Complaint
Date:02/21/2023
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.
See attached letter for details. ADT Safe Haven Security sold me a product under false pretenses using deceptive sales practices.
Business Response
Date: 02/22/2023
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. Based on
the statement formed within the complaint, it would seem we have fallen short
of our own expectations. Safe Haven would like to extend our apologies for any
frustrations the consumer has endured throughout this matter.
After
further investigation of the allegations made by the consumer, Safe Haven is
unable to comment on terms not included within the contract or provided in
amended documentation authenticated by Safe Haven. Prior to the installation,
*** ******* authorized an installation of services to be provided on October
14,2022. *** ******* verified both verbally and in written form that the
monthly monitoring service rate listed as $65.99, was to be assessed for the
full 36-month agreement. Safe Haven did not include any amendments referencing ****
discounts, or **** promotions in any of the detailed terms of the service
agreement authenticated by the consumer.
Safe Haven
allows all of our consumers to review the terms of the contract at the time of
installation and after. It is the consumer’s responsibility and discretion to
review any legal document provided to them that requires their signature
agreeing to terms and conditions discussed, specifically, for cost governing service
agreement. When *** ******* authenticated his electronic signature, he authorized
he read, understood, and agreed to the terms within the contract. 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 within the permitted time frame if chosen.
Within the
service agreement, the first page of the contract provides a “FINANCIAL
DISCLOURE” with details surrounding total cost over the service term, in addition
to the last sentence of the page listed in bold writing,
“SEE
PARAGRAPHS 1, 2, 3, 15 AND 19 OF THIS CONTRACTS FOR ADDITIONAL INFORMATION
ABOUT RENEWAL TERM(S), NONPAYMENT, DEFAULT, ACCELERATION AND RATE INCREASES”
All
references above can be found on page 5 under ( “IMPORTANT TERMS AND
CONDITIONS”). Additional terms referencing service cost can be found in
multiple areas including; page 2 under “Section 3. Method of Billing”, page 3
under “Section 4. Services to be Provided”, and page 4 “Section 5. “Equipment
to be Installed”.
Additionally,
the “IMPORTANT TERMS & CONDITIONS” outlines term 26, “ENTIRE AGREEMENT
CONTRACT”. This term states the following,
“This
Contract constitutes the entire agreement between the parties. I am not relying
on the Dealer’s advice or advertisements. Dealer is not bound by any representation,
promise, condition, inducement or warranty, express or implied, that is not
included in writing in this Contract. The terms and condition of this Contract
apply as written without alteration or qualification, unless a change is
approved in writing by the Dealer authorized representative. The terms and
conditions of this Contract shall control and govern even if there are other
document with inconsistent or additional terms and conditions…”
Furthermore,
Safe Haven’s management team attempted to communicate the information listed
above. *** ******* was unable to provide any documentation referencing the
allegations surrounding additional promotions and discounts allegedly offered. Safe
Haven acknowledged *** *******’s concerns and in efforts to salvage the
relationship, Safe Haven attempted to offer *** ******* a customer courtesy check
valued at two months’ worth of service cost as means of financial support to
resolve the complaint. *** ******* advised Safe Haven could send the check, but
he would continue to escalate his concerns unless provided larger compensation.
Safe Haven advised *** ******* we would be unable to provide a customer courtesy
check as a resolution if it was not going to suffice the matter being resolved.
To
conclude, Safe Haven is unable to refund or adjust any of *** *******’s billing
outside of what has been detailed above. Should *** ******* wish to forego
further escalation and resolve this matter amicably, Safe Haven is happy to
honor the previous offer and provide compensation valued at two months’ worth
of monitoring services. Safe Haven encourages *** ******* to contact our
Escalations team at *************************** with his acknowledgment to accept those terms if he would like to move forward.
Thank you for your review.
Customer Answer
Date: 02/28/2023
[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: Despite signing the contract and agreeing to the $65.99 monthly charge, I was promised something that was completely different. Due to the deceptive and illegal sales practices, I agreed to the aforementioned price, due the verbal agreement promised to me of 50% insurance premium rebate. When the salespersons came to my property stating ****, my insurance company, sent them, I assumed this to be true. If Safe Haven is unable to provide adequate compensation for its deceitful practice, I will continue to escalate this further, to ensure this doesn’t happen to anyone again. At minimum I should be able to cancel my contract with no repercussion.

Regards,

**** *******
Business Response
Date: 03/02/2023
Dear Better Business Bureau, Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the rejection issued by **** *******. Safe Haven cannot speak for hearsay, nor, did Safe Haven provide *** ******* with any special terms amended into the contract surrounding **** discounts or specials. Safe Haven previously advised of term 26 ( Entire Agreement Contract). Safe Haven is unable to refund or adjust any of *** *******’s billing outside of what has been detailed previously. Should *** ******* wish to forego further escalation and resolve this matter amicably, Safe Haven is happy to honor the previous offer and provide compensation valued at two months’ worth of monitoring services. Safe Haven encourages *** ******* to contact our Escalations team at *************************** with his acknowledgment to accept those terms if he would like to move forward. Thank you for your time.
Initial Complaint
Date:02/21/2023
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.
Signature on Contract attached was forged, the spelling of ny name on the Signature is incorrect.
Safe Haven was contacted in regards to having door sensor repaired. They are demanding to have payment for technician to come out. Central monitoring on security system is not working due to this and I am paying to have central monitoring done monthly.
They are stating I signed a contract that was never signed my me. The Signature on contract was forged. I was asked to initial post installation for the equipment I purchased. This contract was never signed myself.
Business Response
Date: 03/01/2023
Dear Better Business bureau Please
accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response
to the complaint made by ******* ******. Safe Haven sets a high standard for
ourselves and are truly sorry to hear that this standard was not met in the
customer’s experience with us. Safe Haven would like to extend our apologies
for any and all frustrations the customer has endured throughout this matter. The
customer entered into a 36-month agreement with Safe Haven for ADT monitoring
services on July 30,2022. Prior to the installation, the consumer reviewed and
authorized on July 29,2022 the customary work order to initiate the
installation of the monitoring system to be performed by Safe Haven Security. 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
requires 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, for the
spelling of the account holder’s name.
Safe
Haven has attached the documents collected from the consumer that were signed
with electronic and handwritten signatures. The work order, contract, credit
card authorization, and home customization form all clearly disclose the
spelling of the consumer’s name in the same spelling reflected as entered into the
Better Business Bureau complaint form. When a consumer signs the contract, they
are presented an electronic contract on a mobile device with the installation
technician. Within the copy of the contract, time stamp and date analytics
reflect when the contract was sent, 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 has attempted to schedule a service appointment with the associated fees
and the consumer has most recently chosen to have a technical support call
instead. Safe Haven has attached the last verbal confirmation from the consumer
authorizing these actions. Safe Haven’s
technical support team last attempted to contact *** ****** on February
28,2023. An email and voice message were left at the primary contact number on
file. At this time, Safe Haven has not been able to connect with the customer,
however, we felt best to inform the Better Business Bureau our intended
resolution. Safe Haven encourages the consumer to return the technical support
agent’s call or utilize the information provided within the return call email
previously sent. Should the consumer forego wanting a technical support call,
she may contact Safe Haven’s customer support team and scheduled a service
appointment with the associated fees. Thank you for your time.
Customer Answer
Date: 03/01/2023
[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:
The work order attached and containing my legitimate signature on 7/29/22 is different from the adt contract signature on 7/30/22. That contract was never signed by me. The contract signature spells my name incorrectly and had a signature that has never been used by me.
The customization of work done form that includes the items I purchased from the technician on 7/30/22 has my legitimate. So how comes the contract being provided by safehaven does not include my legitimate signature if I signed it on 7/30/22. As I am responding to this, I have not received an email from Safehaven in-regards to a resolution. I had raised a concern with ADT on 2/24/23 and they were unable to resolve the issue of door sensor not working. The representative stated Safehave should call to troubleshoot over the phone. I've not received such call or email that safehaven stated they placed or sent to me. Kindly have them attached time stamped email and call that was placed to me regarding this resolution. As I would like to have the issue of my door sensor working to properly arm my property.
Regards,
******* ******
Business Response
Date: 03/01/2023
Dear Better Business Bureau,
Please accept this as Safe Haven Security
Services, LLC’s (“Safe Haven”) formal response to the rejection made by ******* ******* Safe Haven previously advised an electronic signature is collected for
the contract. When this is collected, the customer signs the contract, by inputting
a four-digit code sent to them in order to generate an electronic signature
into the mobile device. The signature listed on the contract does not reflect a
handwritten signature nor would it resemble the consumer’s personal signature as
it generated from the code entered to reflect the consumer’s name. The on-file
contract is valid and the consumer has acknowledged being in a contract not
only by authorizing the contract electronically, but also when she authorized
the work order which referenced the 36-month agreement prior to the
installation.
Secondly, Safe Haven
previously attached a verbal recording from 2/24/2023 of the consumer requesting
a technical support call after being offered an onsite service visit. During
this recorded conversation, the consumer was advised the call may take 24-48
hours to return. When *** ****** placed her request, it occurred 2/24/2023.
Safe Haven contacted *** ****** within 48 business hours on 2/28/2023 with a voice
message attached she alleged was not left. Additionally, *** ****** spoke with
Safe Haven today (3/1/2023) and confirmed Safe Haven’s technical support team
had addressed her concerns by providing instructions to get a new battery as
batteries are not covered under the service warranty. In conclusion, Safe Haven has acknowledged the consumer’s
allegations, provided factual support to disprove the alleged claims, and explained
the actions taken to provided the consumer with resolution. Safe Haven has sent the BBB a direct recording of the call that was conducted today as it was too large to attached to this file. Thank you for your time.
Customer Answer
Date: 03/02/2023
[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: The work order does not represent a contractor, nor does it contains terms of a contract. I still stand that the contract you presented dwas not signed by me or has by legitimate signature. On 2/24/23 I had dialog with Adt never a representative from Safehaven. Adt stated Safehaven would call me, and I had not recieved a voice message.
It was yesterday on 3/1/23 at 4:30pm after responding to BBB email in the morning that safehaven made contract with me in an effort to resolve the issue of front door sensor not working. It was at that point the technician ********* recommend a new battery, which resolved the issue of front sensor. Safehaven only made attempts to resolve my issue because the BBB was contracted.
******* ******

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Safe Haven Security Services, LLC is BBB Accredited.