Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/21/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 36-month contract with Safe Haven in October 2022 for security services as they are an authorized dealer for ADT.
  
  I was told that I would receive premium customer service above and beyond what ADT is offering if I purchased directly through them. This is currently not the case.
  
  In January 2023 I contacted Safe Haven customer service to inform them my garage door sensor wasn’t working and that any intruder can enter my home without the alarm sounding off. I was told that I needed to go to another door that was working and take the battery out of that door and put it into the door that wasn’t working as a troubleshooting step to see if it was the battery. I told the agent that I don’t own a ladder and my door is about 10 to 15 feet tall. I informed them that I have vertigo and not allowed on ladders. The agent indicated that I had to pay $60 for someone to come out to fix my problem.
  
  The first act of deception from Safe Haven is that i purchased faulty equipment that stopped working 5 months into my 36-month contract and in order to get it working I had to pay for someone to come out to my home. The second act of deception that I’m being punished for having a disability that I cannot control by having to pay $60 for someone to come out to my house to replace a battery.
  
  If I had purchased my services directly through ADT a technician comes out for free and the service costs much less. I know this because I had ADT 20 years prior to having Safe Haven. Therefore I have been deceived and I’m sure the $60 fee to come out is in the small print.
  
  Im requesting that my 36-month contract be terminated so I can purchase security services through ADT which doesn’t punish their customers for having a disability of vertigo which prevents me from climbing ladders.
  
  Monies that have been paid to Safe Haven so far, upwards of $1500, will serve as the settlement cost to end the contract so I can purchase security services without the burden of my disability.

  

  Business Response

  Date: 02/21/2023

  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.
  First
  and foremost, Safe Haven would like to address *** ******* allegations
  regarding disability discrimination. Safe Haven is disappointed anything of
  this magnitude would be referenced or falsely alleged in regards to our company.
  The consumer entered a thirty-six (36) month agreement with Safe Haven for ADT monitoring
  services on September 24,2022. Within that agreement, “IMPORTANT TERMS AND
  CONDITIONS” are provided, specifically those relating to services fees. Please
  review page 7, term 10 “EXTENDED LIMITED WARRANTY/ QUALITY SERVICE PLAN (QSP)
  for full reference. This term states the following,
  “
  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 *********… Dealer will use new or refurbished parts for replacements.
  If I require services excluded from the QSP (see Paragraph 12 below for
  exclusions), then Dealer will provide the services at its current labor rate
  for each service call.”
  

  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that would support the allegations of deceptive practices
  or disability discrimination exhibited in the communications with Ms. Smith. 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 Services, LLC.
  Additionally,
  Safe Haven provides terms 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.”Concurrent
  to the above, *** ***** has referenced a dollar amount in which she has allegedly
  paid to Safe Haven as a settlement cost to terminate the contract. Those claims
  are false, as Safe Haven has not received any funds from the consumer since the
  installation of services. *** ***** was charged for installation cost in
  addition to additional equipment purchased when services were established. An
  invoice detailing the cost for this transaction has been attached to further
  support Safe Haven’s conclusions.  In
  conclusion, Safe Haven is unable to release the customer from the contract
  penalty-free. At this time, should the customer wish to move forward with their
  cancellation request they will be subject to 75% of the remaining balance of
  the contract. If the consumer wish to forego cancelling the services, we
  encourage her to contact Safe Haven directly to schedule a service appointment
  if she is experiencing any issues with her system. Safe Haven can be reached
  directly by phone at ************ Monday- Friday, 8 AM- 7 PM central standard
  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: 03/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19440243, and find that this resolution is NOT satisfactory to me.
  I will reach out to the Americans with Disability Act to find resolution as my disability should not hinder me receiving the services needed in order to keep my services in working condition. Paying the $59 fee was agreed to in order to get a tech to come out for conditions that are non-related to getting on a ladder, which is the cause of my disability. If every time I need to change a battery that requires me to get on a ladder then I will never have working service as I don’t now. My service is not working as it should and that should be the focus of Safe Haven but it’s not. I’m requesting a percentage lower than 75% to terminate this contract so I can resume service with ADT, who I have already informed about this issue and they indicated they will accommodate my disability if I have a similar issue needing help changing a battery that requires me to climb a ladder. 
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date
  8 October 2022
  ADT rep came to install DR Horton safe home system (which comes with the new home). I explain to him that I only wanted what came with the home. He handed me a form to sign(which I did), the charge was $139.90. In the middle of putting up the system he wanted to put the cameras up. I explain to him again that I only wanted what came with the home. Somehow, there was a misunderstanding. I explain to him that wasn't what I wanted. He wanted to wait until my companion (****) shows up. **** explains to the rep and the supervisor that we have a system in place and that we had to find out if we could transfer it to this home. The rep was pretty persistent in wanting to put up the cameras. I didn't want the cameras up, so I allow him to put them up but I explain to him not to turn them on the cameras and he followed through with my instructions. We will not be moving in until December. The supervisor explain to us that we had until Thursday because Monday was a holiday (Columbus day) and that they will be closed. Thursday the 11th. I sent an email to the ADT email that was sent to me to cancel it. In November I received a bill for $60.50 which I assumed was cancelled. I spoke to so many reps from November until present in the attempt to cancel. I call my credit union to cancel any other payments. I had my friend Ms ****** to help in the attempt to make contact Headquarters Raton, FL and she was able to speak with someone name ***. I called on the 19th of December and the phone just rung. I followed the instructions/rules that were given to me but ADT has not. My resolution is to canceled the account.
  
  
  Thank you for your time.

  

  Business Response

  Date: 02/12/2023

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

  

  Business Response

  Date: 02/13/2023

  
  
  Dear Better
  Business Bureau,

  
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ******* ***t. After further investigation of the
  allegations made by the consumer, Safe Haven has already removed the equipment,
  alerted ADT of the consumer’s cancellation request, and issued all necessary refunds
  debited from Safe Haven back to the consumer. ADT is responsible for monthly
  billing and monitoring services. Please issue the complaint to the correct
  company.
  

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

  Customer Answer

  Date: 02/14/2023

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

• Initial Complaint

  Date:02/12/2023

  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.

  Moved into my new home July 2022 and ADT billed me every month (Safe Haven ADT/ Veterans) even though the product has *NOT* worked properly at all. I have called 20-30+ times over past 6 months letting them know:
  - video not recording properly
  - packages stolen multiple times from doorstep and NO video records
  - requested 10+ times to CANCEL services due to POOR customer service, my calls for service being ignored and CAMERA/ VIDEO equipment NOT working properly.
  - Company has continued to bill me since Dec. 2022 despite my 10+ requests to CANCEL SERVICES ASAP.
  Employees/ contacts who I have ignored my repeated calls to cancel are:
  **** ****** ***************, **** ****** ************* *** ************************, *** **************, **** **************, ***** *** ******* ************** and NO ONE has returned phone calls or emails. No one has responded to my requests since mid Dec. 2022 to REFUND acct. and CANCEL acct. asap.

  

  Business Response

  Date: 02/14/2023

  Dear Better
  Business Bureau
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ****** ******. Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has endured throughout this matter.
  After reviewing the account, the consumer entered a thirty-six (36) month
  agreement with Safe Haven Security for ADT monitoring services on July 19,2022.
  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 total refund
  of all monies paid and forgiveness of her contract. Safe Haven was notified of
  the consumer’s request for a service appointment and attempt to honor the
  consumer’s request by scheduling a service appointment to be conducted on 11/4/2022.
  Safe Haven left a message for the consumer on 11/1/2022 confirming the service
  appointment and did not receive any additional follow-up. The service technician
  noted at the appointment the consumer expressed wanting the camera to record
  more due to not capturing recent events and he modified the recording rules,
  tested the settings, and confirmed with the consumer it was operating at their
  desired function.
  Following
  the services appointment in November, Safe Haven did not hear from the consumer
  until late December. Safe Haven attempted to contact the consumer back on
  12/21/2022 and have no record of any additional call attempts dating prior to 2/12/2023.
  A Safe Haven sales representative received a voice message in addition to Safe
  Haven’s customer support team on 2/12/2023(Sunday). The sales representative attempted
  to return the consumer’s call on 2/13/2023 and Safe Haven’s support team sent an
  email as the consumer’s voice message to the support team expressed not to be
  contacted back. Please see the following call transcription below,
  “"Hi, my name is ****** ******, a and I
  got a safe haven, a T T in July in ************ ********. When I moved into my
  home, the video has not recorded properly since I moved and I have been calling
  monthly to complain to have them fixed the camera. I've had packages stolen off
  my porch at least once a month. And it's never recording. I have been trying to
  cancel for about 2 plus months. I have reached out to **** update **** ******,
  a guy named ***, a bunch of different people. I've left at least 10, probably
  closer to 15 voicemail messages, requesting cancellations. I have contacted
  people via email with no response on call voicemail, no response. The chat, no
  response, and I want the service cancelled right away. I need my money refunded
  since december, because that's when I started calling to cancel services. And I
  have filed the complaint with the Better Business Bureau because I am very
  frustrated. No one is returning my calls. No one has canceled my service.
  Actually, I don't want a return call. I just want my money back. And I want you
  to cancel the service, so no one needs to call me just cancel the service
  refund my money. And thank you and have a great day."

  Safe
  Haven has attempted to offer resolution aid to the consumer regarding the
  supplemental camera device in her residence and have responded each time a
  service request has been made. Safe Haven has not been notified until February
  2023 that any additional issues had transpired. In the event there is an issue with
  a supplemental device, it does not permit a contract release. The system itself
  would have to be non-operational, or not be able to provide a signal to
  correspond with ADT monitoring services. Neither of which have occurred or are
  currently reflecting within the system's signal feed.
  Additionally, Safe Haven does not have authorization over ADT monitoring
  or billing. Safe Haven is not permitted to cancel monitoring services without collecting the early termination fees outlines within the contract. In order for Safe Haven to honor the consumer’s cancellation
  request, she would be subject to the terms of the agreement as the system
  has not been deemed inoperable by Safe Haven, nor has Safe Haven been given an
  opportunity to assess the recent system allegations. 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.”
  
  In
  conclusion, Safe Haven’s mission is to provide excellent customer support and offer
  resolution assistance to the best of our abilities. Safe Haven encourages the
  customer to contact us directly to schedule a service appointment to address
  her concerns/ decipher if the system is no longer operating under its standard function. Should the  consumer have any further questions she may contact Safe Haven Security Monday- Friday,
  8 AM- 7 PM central standard time at ************. If the customer is unable to utilize phone
  services, she may contact Safe Haven servicing directly at *********************** with the best times she is available to discuss her concerns.
  Thank you for your time.

  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: I have phone records and email records that I contacted ADT and Safe Haven over 27 times between July 2022 and February 2023 regarding ongoing issues with the security system which *never* worked properly since it was installed in July and to repeatedly request for cancellation since it never worked correctly.

  Record of calls include:

  8/9/2022: *** Safe Haven ADT

  10/29/2022: Safe Haven Tech Support (2 calls)

  10/29/2022: *** Safe Haven ADT

  10/31/2022: 4 calls to ADT, customer service and tech support

  11/1/2022: *** Safe Haven ADT

  11/2/2022: *** Safe Haven ADT

  11/4/2022: *****, Safe Haven ADT Technician

  11/26/2022: ADT Tech Customer Service - Request to cancel

  12/21/2022: *** Safe Haven ADT - Request to cancel

  12/23/2022: *** Safe Haven ADT- Request to Cancel

  12/30/2022: ADT Customer Service - Request to cancel

  1/17/2023: ADT Safe Haven - Request to Cancel

  2/11/2023: ADT Safe Haven - Request to Cancel

  2/12/2023: *** Safe Haven ADT - Request to Cancel *(2) phone calls

  2/12/2023: ADT Safe Haven - Request to Cancel

  2/12/2023: **** ****** again - Safe Haven ADT - Request to Cancel

  2/12/2023 - ADT Main Line Request to Cancel

  2/14/2021: (2) calls ADT Main - Request to Cancel

  2/15/2023: (2) calls ADT Main - Request to cancel

  2/15/2023: *** Safe Haven ADT - Request to Cancel

  2/19/2023: Request to ******* *** to stop payment since I was billed for 3+ months after requests to cancel

  2/22/2023: ******** ADT Safe Haveen - Request to cancel

  
  

  Email records of service issues and requests to cancel:

  7/20/2022: **** ******- service not working correctly

  7/21/2022: **** ****** - service not working correctly

  7/21/2022: **** ****** -service not working correctly

  7/23/2022: **** ******. service not working correctly

  7/24/2022: **** ******- service not working correctly

  7/25/2022: (4) emails to **** ******, **** ****** and Safe Haven - service not working correctly

  7/25/2022: **** ****** - service not working correctly

  9/6/2022: **** *****; service not working correctly

  9/7/2022: **** ****** - service not working correctly

  12/26/2022: **** ****** - request to cancel

  12/29/2022: **** ****** - Request to cancel (2 emails this date)

  I find it sickening that as a Veteran and a school teacher, a huge million dollar company like ADT and Safe Haven would rather gouge me out of my hard earned money instead of attempting to fix the problem. These phone and email records do not include the live chats I had with technicians on the ADT/ Safe Haven websites multiple times to rectify the issues. I have wasted COUNTLESS HOURS trying to a) reach a live person, b) waited on HOLD literally for hours only to be told I was "not allowed to cancel services, c.) not to mention the undue STRESS and ANXIETY this has caused me since I moved into my new home.

  I would rather pay a lawyer than give this company one more penny of my hard earned money for the time they have caused me to waste, the STRESS and ANXIETY caused by the grief of going through this nightmare.

  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 has addressed the consumer’s
  concerns and acknowledged the facts of this matter. Safe Haven is unable to
  issue any credits or reimbursements towards monthly billing charges ADT
  assesses. Since Safe Haven’s last advisement regarding billing and ADT’s
  jurisdiction over any reimbursement credits, the consumer has further provided unsubstantiated
  call records without any official markings from her phone provider, and accusatory
  claims towards Safe Haven’s representatives causing loss of unborn children. At
  this time, Safe Haven has provided all of the sufficient information surround
  the terms of the agreement, steps to terminate the services, and the
  eligibility to terminate penalty-free. *** ****** does not qualify for a penalty-free
  cancellation and will be subject to early termination fees once the
  cancellation processes. No further actions are required by Safe Haven as the
  request issued by the consumer fall out of Safe Haven’s scope to provide. Thank
  you for your time.

• Initial Complaint

  Date:02/09/2023

  Type:Sales and Advertising 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.

  2/9/23 5:30pm black gentleman in a suit older gentleman with vet hat and jeans scruffy. These gentleman backed into my driveway and were walking around until my daughter went out to go to neighbors house we didn’t even know they were here. They quizzes my daughter as to who was home. She called upstairs to tell me people were here for me. I got dressed and went to the door. The older gentleman said something about safe haven and adt and said my house flagged because of home sale record from October and I hadn’t claimed my voucher was “why they were here”. I clearly have posted no soliciting sign on my front door. No doubt they saw this so skulked around until we came out. It was a very intimidating exchange very sketchy. Why are they singling me out with apparently no other business in the neighborhood. Very strange. If I see them here again they will be asked to leave by the police.

  

  Business Response

  Date: 02/10/2023

  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. We strive for an excellent customer experience
  and would like to extend our apologies for all frustrations the consumer has
  endured throughout this matter. We have escalated this matter internally to
  ensure local sales management and representatives do not make any further visits.
  We have also added this consumer to our Do Not Contact (“DNC”) list, to give
  them additional peace of mind. We appreciate the consumer sharing their
  experience so that we improve our customer experiences in the future. Thank you
  for your consideration.

• Initial Complaint

  Date:02/09/2023

  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.

  My card expired in September 2022 and I connected with Safe Haven to update the payment information for a successful processing of the September 2022 bill. I continued to receive automated email messages from Safe Haven stating that the Invoice was posted and successfully paid for October 2022 through January 2023. In February 2023, I went to set my alarm and the system did not work. I called Safe Haven using the number from the “invoice successfully processed” emails and they alerted me that the without noticed deactivated the account. They listed off a plethora of dates that they claim communication was sent. But the communication was not received and they could not provide email proof of verified receipt and opening nor certified mail proof that communication was received. I provided updated card information, proven by successful payment in September 2022. I called when I was unable to use the alarm system and when alerted to failed payments attempted to pay. Andrew Johnson said I had to call collections to pay and that once payment was received they would reactivate the account. I called the collections number provided and they said that the information was not sent to collections and that I actually had a potential lawsuit on my hands if Safe Haven did not proceed with resolving their errors. I called Safe Haven back on 2/8/23 and spoke with Melissa in billing who created an account ticket to have the account reset-up. I received a call from the account lead on 2/9/23 who said they would never reset-up the account and again refused to allow me to make payments. I was then escalated to ******, Supervisor of Accounts Payable who also refused to accept payment & refused to reset up the account. Insisting that they did not successfully process the September 2022 payment after the card information was provided despite a charge being made on my credit card. ****** requested proof that payment was successful after the card information was processed (see attached).

  

  Business Response

  Date: 02/10/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by ****** ******. After reviewing the account, the consumer entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on October 9,2021. Safe Haven did not find any evidence that would support the customer be permitted to reinstate their account with Safe Haven. Enclosed within the contract  there are  “IMPORTANT TERMS AND CONDITIONS”, that govern the contract. Page 8, paragraph 15 titled “FAILURE TO PAY CHARGES OR HONOR CONTRACT” states the following,
  “If I fail to make any payment when due or to honor any other term or condition of this Contract, Dealer may terminate this Contract and/or stop providing the alarm monitoring and notification services and repossess or disable the equipment without notice….If Dealer terminates this Contract due to My failure to honor any term of this Contract and Dealer incurred costs before payment in full is received for all Installation Charges, Dealer may deduct its costs from any deposit I provided to Dealer, in addition to any other legal remedy available.
  Safe Haven has attempted to communicate explicitly to the consumer that it is Safe Haven’s right to terminate services. Safe Haven reserves the right to refuse to provide alarm monitoring services to any consumer that has delinquent account history. Safe Haven has advised the consumer she is not eligible to obtain ADT alarm services through Safe Haven. Should the consumer want ADT alarm services, she may contact ADT directly or another authorized dealer of her choice.

  Customer Answer

  Date: 02/10/2023

  [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 improperly deactivated my auto payments and sent me email communication saying they successfully processed payments. There was no communication stating otherwise delivered to me. I called when the account stopped working. I had no knowledge they forced payments to end. Safe Haven breached our contract by discontinuing service and sending misinformation on the account status.

  

  Business Response

  Date: 02/15/2023

  Dear Better
  Business Bureau
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ****** ******. Safe Haven did not improperly
  deactivate automatic or force the payments to stop processing. The automatic
  payments that were scheduled to withdraw were not processed due to lack of funds
  and generating a failed payment notification. Safe Haven attempted to not only
  withdraw payments from October to January, but also issue past due letters sent
  to the address on file.
  Additionally,
  a cancellation letter was sent certified to the consumer’s residence. Safe
  Haven would like it noted within the “IMPORTANT TERMS AND CONDITIONS”, Safe
  Haven is not required to give notice to a consumer if any payment has failed.
  Safe Haven is permitted to terminate services and stop providing the alarm monitoring
  services at any time should a failed permit occur. Safe Haven attempted to
  communicate explicitly to the consumer that it is Safe Haven’s right to
  terminate/ refuse services to any consumer that has delinquent account history.
  In
  conclusion, Safe Haven has addressed the consumer’s concerns, provided the
  facts governing the contract, and have advised the consumer she is not eligible
  to obtain ADT alarm services through Safe Haven. At this time the contract stands,
  should the consumer want ADT alarm services, she may contact ADT directly or
  another authorized dealer of her choice.

  Customer Answer

  Date: 02/20/2023

  [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 due to lies and inaccurate information. The limit on the credit card is $10,000 and always has a zero balance. Safe Haven admitted on a recorded call that they did not correctly save the ccv number after successfully processing the September payment. Saying that the payment did not process because of lack of funds is insulting when ADT knows full well they made an error. Safe Haven is lying about the terms of our contract and emailed me saying that payments were SUCCESSFUL. Intentionally sending communication that payments were successfully is deceptive on their part. No certified mail was ever sent nor delivered. Safe Haven was unable to prove that they sent this or other emails as they claim. However, I was able to prove successfully payment after updating my card information with Safe Have. Safe Have has 30 days to resolve this before I escalate this to a court of law.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:02/06/2023

  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 purchased my home on 01/05/23. We started contacting Safe Haven on 01/17/23 as a second generation home owner of a ** ****** ****. They stated that they could not get a hold of someone within the second generation team so they would call me back. I did not receive a call back. I have called on a continuous basis and can never connect with the second generation team and they have not called me back. On today’s call, the service rep stated that my file was marked “green” which meant it was “resolved” still have not received a call back to set up the connectivity in my home.

  

  Business Response

  Date: 02/07/2023

  Dear Better
  Business Bureau
  

  Please
  accept this as Safe Haven Security Services, LLC’s (“Safe Haven”) formal
  response to the complaint made by the consumer. Safe Haven’s second generation
  team and relocation team have both spoken to the consumer dating back to
  1/24/2023 up until as recent as today, 2/7/2023. Safe Haven’s second generation
  manager contacted the customer directly to go over options available for the consumer
  to activate ADT services and the customer declined acquiring the services. At this
  time, this complaint has been satisfied. The consumer may contact Safe Haven
  directly if they have any additional question. Thank you.

• Initial Complaint

  Date:02/06/2023

  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.

  I closed on a newly built home at the end of Nov 2022. Upon closing we received a voucher with a ADT logo in bold in the corner offering a $500 voucher towards security equipment. Prior to, we were contacted by a representative of the company and he said that he can have a rep come out to the house in order to provide an explanation and quote on the service they provide, which we agreed with. After our closing the rep showed up and instantly walked to where a panel was already installed by the builders and sat tools down and started undoing packaging of said security equipment. I then asked what exactly he was there to do. He was confused as he was instructed that we had agreed to service. He then explained that it is a common thing where there is a lapse in communication and they are told that people have agreed to service. He began explaining to me that the cameras do in fact record 24/7, he then began to explain what services were provided. We agreed to service and he installed 3 exterior cameras and set the system up. While showing us how to use the system he then said that the cameras do not record 24/7 but instead are on stand by 24/7 only recording upon motion of a person. He then explained how ADT will monitor for abnormal activity and report to proper authorities in the event of an emergency. The following day the entire system was unresponsive and offline. I saw a ADT van at a neighboring home and spoke to the tech about my issues and after walking to the front of my home he explained that that is not an ADT system and there is a company that uses there logo with many law suits pending for misleading customers into believing it is ADT when in fact they use ADT logo on everything including their t-shirts and flyers as they are an "authorized dealer" after calling the company and getting no answer they finally called me back and explained that I am past the time period to cancel and in order to cancel I must pay 75% of the remaining contract off.

  

  Business Response

  Date: 02/15/2023

  Dear Better
  Business Bureau  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by **** ***** in association with the account for ******* ****. Safe Haven Security sets a high standard for ourselves and are truly
  sorry to hear that this standard was not met in the consumer’s experience with
  us. Safe Haven would like to extend our apologies for all frustrations the consumer
  has endured throughout this matter.
  Safe
  Haven has contacted the consumer directly to provide resolution assistance to
  the concerns outlined within the complaint. Safe Haven has acknowledged the
  consumer’s concerns and confirmed the alarm monitoring services provided by ADT.
  Safe Haven has provided the consumer a direct point of contact to ensure resolution
  efforts are completed to suffice the consumer’s satisfaction.
  Safe
  Haven appreciates the consumer allowing us to work towards an amicable solution
  towards their concerns. We thank the consumer for their time and are happy we are
  happy to repair the relationship with the consumer. Thank you for your review.

• Initial Complaint

  Date:02/03/2023

  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.

  On or about 05/15/2022 we decided to allow Safe Haven to install their equipment into our home. We later learned of their unethical, unfair, deceptive and dishonest practices: from the sales person to the billing person, and the sub-par level of work of the technicians. The paperwork is not filled out completely or correctly. They are not knowledgeable of each others work that is performed. You're never clear about who to contact for what. ADT might have a certificate on their website but Safe Haven will not honor it. You call ADT about something and you are informed to contact Safe Haven. If ADT makes a decision that will satisfy the customer then Safe Haven cancels ADT'S decision. Safe Haven customer service is rude, dismissive and won't show accountability for anything. For instance: the many times they had to repeat the installation of the sensors on the windows and doors, the camera was installed outside was really an indoor camera, the wiring of the smart thermostat disabled my heating system- so I purchase 3 heaters so we wouldn't freeze in 21 degree weather. I had to pay $95 to ************ ******* *** *** ************, LLC who found the issue; being trained in electrical as well as HVAC, he found the problem. A wire was taken off the heater to hookup the thermostat by someone with Safe Haven. I called Safe Haven and there was no answer as usual. I called ADT to make them aware of the situation and ******* was very apologetic for what happened and I told her I wanted nothing further to do with Safe Haven or ADT and she agreed to CANCEL the contract and REFUND our December payment, which we have yet to receive because Safe Haven cancelled the cancellation and said ADT can't make that decision. Everything here says ADT, Safe Haven were installers. The manager talked of a refund for the heaters and needed to talk to others and would call back and never did. I called back January 4th and was told "*****" said he spoke to me, he lied. He did not call.

  

  Business Response

  Date: 02/10/2023

  Dear Better Business Bureau,

  Please accept this letter as Safe Haven Security Services, LLC’s (“Safe Haven”) formal response to the complaint issued by ******* ******* in relation to the account associated with her daughter, ******* ** *****. Safe Haven is an Authorized Dealer, licensed to sell and install ADT alarm services. Safe Haven is not an HVAC certified company, nor are we permitted to install HVAC devices that require a certified HVAC installer. Safe Haven is permitted to sell equipment to consumers, however, in the event a device requires special certifications for installation outside of Safe Haven’s scope, specifically a smart thermostat, Safe Haven provides a full disclosure prior to leaving the residence that an HVAC certified technician is required to install the smart thermostat device. Safe Haven would like to note the consumer established an “Alarm Services” contract with Safe Haven on May 19,2022. Safe Haven utilizes electronic signature through DocuSign to complete the agreement with the consumer’s consent. The consumer authenticated her acknowledgment and understanding of the terms through the personal email utilized to established the account. Within the copy of the contract, time stamp and date analytics reflect when the contract was received, reviewed, and signed. Safe Haven does not provide a six-month money back guarantee, nor is one referenced within the Authorized Dealer “Alarm Services” agreement.
  A copy of the contract has been attached for your review. Concurrent with the allegations
  above, 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.”
  After review of the complaint, Safe Haven did not find any evidence to support the allegations formed. Safe Haven was permitted to return to the consumer’s residence on four (4) separate occasions from May to July. None of the occasions referenced above, including the installation required Safe Haven to install a smart thermostat, adjust wiring, or perform any services relating to the HVAC system. At no point in time did the consumer reference issues with her HVAC, wiring, or issues with the thermostat until December of 2022.
  **** ******* contacted Safe Haven on December 29,2022 to inform Safe Haven of a thermostat malfunction that occurred by whomever installed the smart thermostat and her wishes to terminate the services. Safe Haven informed the consumer Safe Haven did not install the smart thermostat and provided the terms surrounding early termination ( listed above). A Safe Haven technician manager noted on January 2,2023 the consumer had been advised her Safe Haven was not liable for alleged damages caused by an HVAC technician not employed by Safe Haven. The consumer was advised she would need to contact the company who installed her thermostat for resolution assistance.
  Following Safe Haven’s advisement, **** ******* contacted Safe Haven January 4,2023 confirmed she had spoken with the technician manager previously and was supposed to receive a call back. Safe Haven informed the consumer that the notes reflected that the technician manager noted he had advised Safe Haven would not be able to assist with her HVAC concerns. The following day, (1/5/2023) **** ******* spoke with a Safe Haven customer support agent named *******, not from ADT. Please review the attached recording for your review.
  Concurrent to the above, Safe Haven’s support agent did not cancel the contract, advise **** ******* she would be cancelling ******* ** ******* account penalty-free, or advise the consumer would be receiving any refunds. The agent addressed all of **** *******’s questions and addressed concerns regarding initial payments waived on the account. **** *******’s allegations statements made by the Safe Haven support agent are false. Please review the documented payments Safe Haven has assessed the customer to date, there have not been any additional charges assessed to the customer on behalf of Safe Haven.

  05/25/2022 Credit Card: Visa xxxxxxxxxxxx**** $141.84 05/25/2022 | 5:19 PM by ****** ******
  Sale Transaction ID: **********
  Authcode: ******
  Status: Complete
  Status Updated: 05/26/2022 | 2:45 AM

  
  05/19/2022 Credit Card: Visa xxxxxxxxxxxx**** $1124.79 05/19/2022 | 12:04 PM by ****** *****
  Sale Transaction ID: **********
  Authcode* ******
  Status: Complete
  Status Updated: 05/20/2022 | 2:28 AM

  
  In conclusion, Safe Haven is unable to compensate the consumer for reimbursement cost for products purchased relating to alleged damage claims cause by another company. Safe Haven is unable to issues any credits towards the monthly billing charges nor reimburse the consumer for services fees assessed for trip charges. Should the consumer wish to move forward with terminating the services, the account holder will be subject to the contract terms in reference to early termination. Thank you for your consideration.

  Customer Answer

  Date: 02/10/2023

  [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 are liars. They say I accepted the managers call and accepted his answer that there was nothing they could do about it; that is a bald faced lie.That manager never called back and I told them that was a lie and "*****" DID NOT CALL BACK OR TELL ME THERE WAS NOTHING THEY COULD DO ABOUT IT".  And for the clause that the customer is suppose to get an electrician to install the smart thermostat, well that is true and since we knew no one and was cancelling the deal,  the sales person from Safe Haven hired that person to come into my home and said he would take care of it. That's how eager he was to make the sale. Unless they padded the bill. We are choosing to take this as a lesson well learned. We will not Advertise for ADT and will remove all of their symbols. Yes we paid for the equipment we purchased and we have been paying every month to ADT for monitoring. And all this time we trusted that their installation was done by professionals and now we know that these guys are not well trained and not fully capable of installing the equipment they sell and will get someone, anyone to go into the consumer's home trusting them. Like I said one don't know what the other is doing. Customers assume they are dealing with ADT; assume they are talking to ADT and they say I spoke to a Safe Haven Agent, *******, who told me she would cancel the contract and refund December's payment but then again they lie. I will say this to anyone who listens. ADT is no longer a security service. Safe Havens is using ADT symbols.
  
  Regards,
  
  ******* ******

  

  Business Response

  Date: 02/10/2023

  Dear Better
  Business Bureau,
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal
  response to the formal rejection made by the consumer. Safe Haven previously
  provided a copy of the recorded conversation disproving false allegations made against
  Safe Haven’s technicians and support agents. Safe Haven has acknowledged **** ********
  concerns and she inadvertently confirmed the installers of the smart thermostat
  were not Safe Haven nor ADT, but a third party that was not affiliated with
  either company. Safe Haven requests the statements made about Safe Haven’s installation
  technicians be retracted as Safe Haven did not install a thermostat that interfered
  with the consumer’s HVAC system or tamper with any wiring connected to the HVAC
  system.
  Safe Haven
  has advised a smart thermostat is a supplemental feature that is sold and
  purchased willingly under the consumer’s consent. Safe Haven informed the
  account holder prior to the sale of the device of its installation requirements.
  Contrary to any of **** ********* claims of Safe Haven’s capabilities, Safe
  Haven further proved facts differentiating an alarm service company’s responsibility
  as an installer of alarm services versus a contracted HVAC certified technician
  installing an HVAC device.
  Additionally,
  Safe Haven cannot speak for any assumptions being made that **** ******* has
  referenced in her rejection. Safe Haven can only speak for the terms and
  conditions that were authorized by the account holder, ******* ** *****. Under
  those terms, *** ***** acknowledged and understood she was to receive ADT alarm
  monitoring services facilitated through an installation perform by an
  Authorized Dealer ADT.  
  Concurrent
  to the above, Safe Haven has not made any claims the agent referred to as “********”
  in **** ********* initial complaint was from ADT, would cancel the contract, or
  refund any payments. **** ******* alleged these statements in her complaint and
  Safe Haven provided the recording of the conversation that disproved any of the
  implications made.
  In conclusion,
  Safe Haven is an Authorized Dealer licensed to sell and install ADT alarm services.
  Safe Haven uses ADT Authorized Dealer logos permitted through the partnership
  and installs equipment within the alarm system for customers. Supplemental devices
  like smart thermostats that are not apart of alarm services and are an
  additional feature require specialized certifications as an HVAC device. Safe Haven
  is not required to obtain these certifications because we do not install HVAC systems
  or devices, we are an alarm security company that installs alarm services. Safe
  Haven encourages the consumer to forward this complaint to the HVAC company
  utilized to install the smart thermostat for further assistance.

  Customer Answer

  Date: 02/10/2023

  [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 may not have signed the contract but we live here together and I assist in paying bills and I will stand by my word that the electrician that installed the thermostat was sent here by the sales person who worked for Safe Haven. You all can play all the recordings you want I received no call from that manager to receive any decision made about the refunds.  You all lie and you all back up each others' lies. Your double talk has shown me even more your not a business that I want to deal with in the future. I know the truth and I am done talking. My actions will speak volumes and I am moving on. You do the same with your lies and double talk.
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:02/01/2023

  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 just bought a home for the first time in my life, and moved to *********. on the same week that i moved, someone from adt came to vist me and my husband and was trying to makes us join their program. Initially I said no, because i told the person I just landed a new job and bought this house and moved from a different state.
  He told us , that the neighborhood is not that safe, and insisted. to that I told the person, i do not know if i can afford it, he said to me that if i could not afford it , i could cancelled anytime.
  I asked him TWICE are you sure? because i am the only one working, my husband is disabled and i do not know, if i can not afford it, i got the same answer , You can cancel anything.
  At this moment, i am aying out of pocket for a person to come to my home to take care of my disabled husband, i called ADT and SAFE HAVEN that are the ones that installed the 1 camera in the living room and a 3 sensors on my windows, and they are asking me for $ 1,500.00 dollars. If I can not pay $195.00 to them, imagine that amount. Which they Never Never mentioned to me, or the word contract as they said to me when I called to cancel. Never never they mentioned the word contract. Because it is unfair, that these people do not tell that you can not cancel services if you can not pay $1500.00 when I can not pay the $ 195 they charged me on the month of December. Which made me pay half of my electric bill in order to pay them.
  please please help me, i need them to cancel my services, i keep calling and telling them i can not afford it!!

  

  Business Response

  Date: 02/08/2023

  Dear Better
  Business Bureau
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ****** ******** Safe Haven Security sets a high
  standard for ourselves and are truly sorry to hear that this standard was not
  met in the consumer’s experience with us. Safe Haven would like to extend our
  apologies for all frustrations the consumer has endured throughout this matter.
  After further investigation of the allegations made by the consumer, Safe Haven
  did not find any evidence that would support the customer be granted a penalty-free
  cancellation
  The
  consumer entered an “Alarm Services” agreement for thirty-six (36) months on
  October 11, 2022. Safe Haven utilizes electronic signature through DocuSign to
  complete the agreement with the consumer’s consent. When a consumer signs the
  contract, they are presented an electronic contract on a mobile device with the
  installation technician. The email designated by the consumer for the account was
  utilized to authenticate the signature on the contract. Within the copy of the
  contract, time stamp and date analytics reflect when the contract was received,
  reviewed, and signed. Safe Haven provides a three-day right of rescission
  period for all consumers outlined within the Notice of Cancellation document.
  The document provides detailed instruction for a consumer to exercise their
  right to cancel penalty free if chosen.
  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.”
  Provisions within the contract
  advise of the initial terms agreed upon on page 1A under the “FINANCIAL
  DISCLOSURE STATEMENT”. On the first page of the contract, the last sentence of
  the page is listed in bold writing and documents the following,
  “SEE PARAGRAPHS 1, 2, 3, 15 AND 19
  OF THIS CONTRACTS FOR ADDITIONAL INFORMATION ABOUT RENEWAL TERM(S), NONPAYMENT,
  DEFAULT, ACCELERATION AND RATE INCREASES”
  (All references to page 5
  “IMPORTANT TERMS AND CONDITIONS”)
              The
  “IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL
  TERMS(S); CONSUMER REPORT” and “EARLY TERMINATION OF THIS CONTRACT” within the
  first two paragraphs of the page. Safe Haven previously addressed the terms of
  the Notice of Cancellation document that give specific detail of dates outlined
  that were permissible for cancellation for the eligibility of the terms
  included on the document.
  Safe
  Haven sympathizes with the unfortunate financial circumstances the customer is
  experiencing, but Safe Haven is unable to release the customer from the
  contract penalty-free. Safe Haven has given the consumer full transparency
  regarding the terms of the contract, in addition to the consumer’s consent of understanding
  the terms. Should the consumer
  wish to move forward with their cancellation request they will be subject to
  75% of the remaining balance of the contract. 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 they may also contact
  Safe Haven directly at *******************************. Thank you for your review.
  

  Customer Answer

  Date: 02/11/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response because:
  
  i was NEVER EVER informed of the 3 year contract. i was calling the person that came to my house from ADT he does not answer. he is the director seller of the area, per his own words. i did not get that information, i want them to take their equipment back. please and thank you.
  
  Regards,
  
  ****** *******

  

  Business Response

  Date: 02/14/2023

  Dear Better
  Business Bureau
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the rejection made by the consumer. Safe Haven has acknowledged the consumer’s
  concerns regarding the terms of the agreement she authorized on October
  11,2022. Unfortunately, when the consumer signed she read and understood the terms
  of the agreement, that included the length of the terms.
  After
  reviewing the rejection, please refer to Section 26 ENTIRE AGREEMENT CONTRACT,
  “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. If a court
  determines that any provision of this Contract is invalid or unenforceable,
  that provision shall be deemed amended and enforced to the maximum extent
  permitted by law. Each and every other provision of this Contract shall
  continue to be valid and enforceable.”
  The
  consumer was provided a rescission period to review the terms of the agreement
  in detail following the installation. In the event the consumer read the terms
  and did not agree to them, she would have been permitted an opportunity to enforce
  her right to cancel without any penalty. Safe Haven has provided the consumer with
  information regarding early termination should she want to move forward with
  her request. At this time, the consumer is no longer within the time period to enforce
  a penalty free cancellation and would be subject to the early termination fees
  outlined in the initial response. The consumer may contact ADT to inquire on
  financial assistance regarding the monthly billing moving forward as the
  contract terms stand. Thank you for your review of this matter.

• Initial Complaint

  Date:02/01/2023

  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 joined this service on December 15 2022 and experienced bad service as soon after installed. I called on December 16 and dec 19 to inquire about charges and no one responded. I left a voicemail on the concierge's voicemail, and he never responded. I called again on the main line and finally got to customer service. They all pointed me back to the concierge who then left word with management to call me back. Once I was contacted, the supervisor told me, I couldn't cancel until I paid 1700.00, I told them I called, and they were closed. She went on to argue with me and state that I didn't call. I informed her that calling from the link on the email doesn't pick up on a cell phone because the number isn't dialed. I informed I left a message and she stated because I didn't say "I want to cancel" and that I only had questions about fees that they would not honor that. Not to mention, the 3-day time frame fell on 2 days that they were closed. I tried to work with them to reach a resolution, but no one returns calls. I called the concierge for a 4th time, and he has yet to call me back. The equipment they supply is outdated, delayed and doesn't work properly. The stated they would send the top guy out to assist and the same technician was called to come out

  

  Business Response

  Date: 02/08/2023

  
  Dear Better
  Business Bureau
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ****** ****** in reference to the account associated
  with ****** ******. Safe Haven Security sets a high standard for ourselves and
  are truly sorry to hear that this standard was not met in the consumer’s
  experience with us. Safe Haven would like to extend our apologies for all
  frustrations the consumer has endured throughout this matter.
  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that would support the customer be granted a store credit
  or penalty-free cancellation. The consumer entered an “Alarm Services”
  agreement with our Builder Division for thirty-six (36) months on December 15,
  2022. Safe Haven utilizes electronic signature through DocuSign to complete the
  agreement with the consumer’s consent. When a consumer signs the contract, they
  are presented an electronic contract on a mobile device with the installation
  technician. The email designated by the consumer for the account was utilized
  to authenticate the signature on the contract. Within the copy of the contract,
  time stamp and date analytics reflect when the contract was received, reviewed,
  and signed. Safe Haven provides a three-day right of rescission period for all
  consumers outlined within the Notice of Cancellation document. The document
  factors in the time frame of the rescission period with the state’s
  qualifications of a “business day”. The 15th fell on a Thursday and
  the consumer’s last date of their rescission period was the 19th.The
  document provides detailed instruction for a consumer to exercise their right
  to cancel penalty-free if chosen.
  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.”
  The
  “IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL
  TERMS(S); CONSUMER REPORT” and “EARLY TERMINATION OF THIS CONTRACT” within the
  first two paragraphs of the page. Safe Haven previously addressed the terms of
  the Notice of Cancellation document that give specific detail of dates outlined
  that were permissible for cancellation for the eligibility of the terms
  included on the document. The consumer failed to exercise this right within the
  time period.
  Safe
  Haven is unable to release the customer from the contract penalty-free, extend the
  right of rescission, or issue a credit. Safe Haven has given the consumer full
  transparency regarding the terms of the contract, in addition to the consumer’s
  consent of understanding the terms. Should the consumer wish to move forward
  with their cancellation request they will be subject to 75% of the remaining
  balance of the contract. The consumer may contact their Builder Concierge Support
  agent to move forward with payment arrangements. Thank you for your review.