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:02/22/2023

  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. 

   ******* ******

• 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.