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:02/03/2023

  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.

• 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.

  12/8/2022 install date. Installer came unprepared as he did not have all the equipment needed that I already had requested from Glen Hunter branch manager. He was missing the carbon monoxide monitor. He installs the rest of the equipment. States that he scheduled another technician to come out on 12/21/2023 to install the carbon monoxide monitor. No one comes or calls to install the equipment. I call ADT and am transferred numerous times. This goes on for weeks. On 1/27/2023 ADT finally tells me I'm calling the wrong business for help. I need to call Safe Haven. At this point I'm fed up and want to cancel for breach of contract and faulty equipment. The window sensor is hanging off my living room wall and has to be bypassed so my system won't go off. That sensor is now laying on my living room floor. I called Safe Haven 1/30/2023 and it was outside their hours. I sent an email on 1/28/2023 to Glen Hunter branch manager to no avail. I sent an email to Safe Haven on 1/30/2023 and received an email back that they were trying to get in touch with me. That was a lie. The email was from ***** ****. The email also said a technician would be set up to fix the issues. Another lie. I called Safe Haven and finally got a live person on 2/1/2023. I forgot his name due to the treatment I received or lack thereof. I asked to cancel my services. He stated he would have to review my account. Then stated there was cancellation costs. I stated due to breach of contract at installation and faulty equipment I was not paying cancellation costs. He then said he wasn't canceling my account. I asked for a manager or supervisor and he stated there was no need for an escalation, so he was not transferring me. He could transfer me to another rep for them to tell me the same thing. I asked again for a Manger and he said no. Call ended up in him hanging up on me and no resolution, with my account not being canceled. I want my account canceled with no cost to me for canceling at this point.

  

  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 ***** ********. 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 being
  issued a refund for equipment that was a part of her sales package promotion.
  Safe Haven installed equipment for
  the consumer on December 8,2022.  During
  the installation, the customer was advised a return trip would be needed to
  install a carbon minded detector that was not in inventory at the time of the
  installation. The consumer acknowledged she understood and moved forward with completing
  the electronic alarm monitoring contract with Safe Haven for ADT services.
  Safe Haven received a voicemail from
  the consumer on January 30,2023 expressing her dissatisfaction with not having
  the carbon monoxide installed and expressing a request for an appointment to
  install the owed device. Safe Haven attempted to contact the consumer by phone
  and email to honor the consumer’s request. The following day (1/31/2023), Safe
  Haven received a voicemail from the customer expressing a request to cancel the
  account for faulty equipment. Safe Haven’s customer support team spoke with the
  consumer on February 1,2023 and during the conversation the consumer exhibited belligerent
  behavior towards the customer support agent demanding to cancel the account. Safe
  Haven advised of the early termination fees required when cancelling and provided
  a quote for the customer. The customer declined paying in an aggressive demeanor
  by yelling demands of the agent to cancel the account repeatedly. The representative
  attempted to speak to the consumer but was unable to continue the call.  The following day (2/2/2023), a technician manager
  attempted to contact the customer regarding her concerns, and made an
  additional attempt on (2/3/2023). The consumer agreed to schedule a service
  appointment on 2/9/2023.
  On 2/6/2023, Safe Haven’s customer
  support manager spoke with the consumer about the missing carbon monoxide detector
  and sensor that had fallen. The consumer advised throughout her attempts at
  resolving, she had been speaking with ADT and had not reached out to Safe Haven
  until recently. The consumer expressed her frustration and advised she wanted to
  terminate the services altogether. Safe Haven advised an appointment was set to
  resolve her concerns, but if she wished to forego resolution and proceed with
  terminating the services, she would be subject to the early termination fees.
  The customer advised to cancel the service appointment and warned the
  representative if Safe Haven came to her property, she would be contacting the
  police. The consumer advised she would not be paying anything further and would
  fight any billing in court.
  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. At
  this time, Safe Haven is unable to release the customer from the contract
  penalty free. 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 customer would
  like to move forward with completing the installation of the carbon monoxide
  detector and fallen sensor, we encourage the customer to contact Safe Haven to
  schedule a return trip. 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: 02/07/2023

  [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 never became angry or belligerent. I asked several times to steal to a manager and was told no. I was told it didn't warrant a manager.  I was told I could cancel unless a paid fees. These fees I was never told about. I was never scheduled or agreed to an appointment on 2/9/2022. 12/8/2022 initial appointment the technician told me he forget the required equipment and would have someone come back. I signed the contract expecting it to be fulfilled on 12/21/2022. It was never fulfilled. I was never told for issues call safehaven. I called ADT continuously for weeks until I was told to call safehaven. At that point equipment was falling off my walls and causing my system to go off. My equipment was never fully installed per the contract. My contact was not satisfied. The contact is null and void. 

  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. The call conducted has been attached for reference to previous statements within the initial response. The consumer did not allow the support agent to speak, review account information, and berated the support agent by over speaking any time the support agent attempted to provide clarity on information she was trying to provide the consumer. The call was disconnected due to the demeanor of the consumer. The agent was unable to get the consumer to the correct individual even with the request to speak with a supervisor. The support agent advised she could get the consumer to the appropriate location after reviewing the account, however, the consumer continued over speaking the agent and demanded to cancel the account due to contacting ADT multiple times without advising the consumer to contact Safe Haven, the original installer of the equipment.
  

  Furthermore, the consumer refused to allow Safe Haven’s customer support agent to provide resolution assistance prior to disconnecting the line. After the conversation, the support agent review account records and sent a request to a technician supervisor to contact the customer. A technician supervisor made a contact attempt the following two days after(2/2 & 2/3), and scheduled a service appointment for 2/9. A customer support supervisor attempted to contact the consumer on 2/6 and that was referenced within the first response. When Safe Haven was made aware of the consumer consumer’s concerns, an attempt to fulfill the equipment order was made. The consumer expressed she would not allow Safe Haven to provide resolution, expressed repeatedly that she had been contacting ADT in error, and that if Safe Haven came to her residence to provide resolution efforts, she would contact the local authorities. In conclusion,the consumer may terminate her services, but it won’t be penalty-free as Safe Haven has attempted to offer resolution assistance once we were notified and the consumer declined all efforts. Safe Haven has addressed the allegations made by using facts and detailed supporting information to acknowledge the actions Safe Haven has offered to take in order to provide a resolution for the consumer. If the consumer wishes to forego Safe Haven’s resolution efforts and would like to cancel the services, the consumer will be subject to 75% of the remaining balance of the contract.

  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 reject the business's last response due to the fact that when I had the equipment installed on 12/8/2022. I was promised that the rest of my contract would be then fullfilled on 12/21/2022, nobody came out to  fullfill the contract on 12/21/22. due to the fact that nobody came out to finish fulfilling the contract this contract null and void. I did call and speak to a gentleman that was a representative for safe haven. I did ask him to speak to a supervisor to which he responded with that he would not transfer me to a supervisor or manager because my account does not require an escalation. I repeated myself several times and I might have talked over him but I did repeat myself several times to please transfer me to a supervisor or manager as I would no longer want to speak to him. he then proceeded to tell me that he would not transfer me, my account did not require escalation and either I pay my cancelation fees or he would not cancel my account. he said he could transfer me to another representative but they would tell me the same thing. when he said that, I asked to be transferred to another representative and he said no he was not gonna do that either. he said if that was all then he is gonna hang up and he hung up on me. I never scheduled an appointment for them to come out to my home. I get a phone call stating that they set up an appointment for them to come out on February 9th of 2023 and I stated I did not make this appointment and I did not give them permission to have this appointment nor to come out to my property. if they come to my property I would trespass them. I then got another phone call and I spoke to a female representative. I told her the same thing that they were not allowed at my property I would trespass them if they came into my property. I told her I wanted to cancel my services and she said I had to pay a fee I said I should not have to pay a fee because my contract was never fulfilled. she said well you signed the contract. I signed the contract pending that the rest of my equipment would be installed on December 21st of 2022. she said But you signed the contract so you have to pay cancelation fees and I said no ma'am the contract was not fulfilled I will not be paying any cancelation fees and therefore I am not paying you anything further because the contact was never fulfilled. I proceeded to tell her that was it and I was done. I hung up so therefore I do not agree with the business's decision I believe that if I don't get a refund that's fine but I am not paying any cancelation fees because I do not believe that they fulfilled their contract they did not fulfill it by not coming out and finishing the job they did not finish installing my equipment and I have faulty equipment that I have to bypass.
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:01/31/2023

  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.

  My identification number is ********* under Mary .
  
  On 11/4/22 Safehaven service man by the name of ****** installed an ADT security system at a dress **** ********** *** The entire package was to cost @ 2000.
  Close to $500 was received by Adt.
  I was led to believe this security system would revive me food security only to find. I was led to believe this system would provide full security, only to find
  after ****** was finish, he had cut my previous infinity cameras and used that wiring to set up the Adt cameras. The main box was different from what was shown by the area representative came to my door the first time. I am proper. The batteries are dead on the main circuit. Video recordings are inactive after 100 clips and won’t be turned back on until the first of the month. The recording cuts off every 10 seconds and picture is not foggy. It took ****** three time to complete the installing. The service was very poor and unprofessional. Now my wires are cut to my infinity cameras. I was very disappointed at the whole service. So many problems trying to cancel this service with ADT, kept calling and getting the runaround they were telling me to call back when I asked to speak to a manager. When will they could just transfer me. I am very disappointed and in disbelief of how consumer have to go this much difficulty to end a service that didn’t meet my expectations. I finally got to discontinue the service but now they want $1600 when I should get my full refund for a service unsatisfactory.
  
  Please help and hopefully they never cut anybody else’s cameras, and use their cords to connect a service that was required by them. No half of my wires are heading down from my house uncalled for. I also want to purchase for the doorbell camera that I purchased and won’t be able use now.

  

  Business Response

  Date: 02/02/2023

  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 being eligible for a refund.
   Safe Haven allows all of our consumers to
  review the terms of the contract at the time of installation and after. The
  contract was electronically signed by the designated email address provided by the consumer for that authorization.
  In addition to the contract, *** ****** provided a handwritten signature to purchase
  and obtain additional equipment. When a consumer signs the contract, they are presented
  an electronic contract on a mobile device with the installation technician. It
  is the consumer’s responsibility and discretion to review any legal document
  provided to them that requires their signature.
  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, allowing cancellation with no
  penalties. The document provides detailed instruction for a consumer to exercise
  their right. Outside of that right of reScission period, Safe Haven collects an
  early termination fee 75% of the remaining balance of the contract to authorize
  the cancellation of your account. A copy of the contract has been attached for
  reference. The early termination terms can be found on
  page 5 term 2 under “EARLY TERMINATION OF THIS CONTRACT”. The following term
  states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  Safe
  Haven installed services for *** ****** on October 22nd, 2022. Following
  the installation, Safe Haven returned to the consumer’s residence on two separate
  occasions, once on 10/28, the other on 11/4. During both visits, *** ****** did
  not mention any errors to his home, nor that he was unsatisfied with the installation. Safe Haven did
  not receive any communication in regards to terminating the services until December
  28th, 2022. *** ****** made no mention of  errors from the installation or wiring
  damages. *** ****** was provided an early termination fee on 12/28/22 and was told he would need to fulfill the quote in order to honor his request. At this
  time, the contract terms stand. Should the customer wish to move forward with
  their cancellation request they will be subject to the early termination The
  customer may contact Safe Haven to process their cancellation request with the
  associated fees. Our customer service can be reached at ************* The
  hours of operation are Monday-Friday 8AM-7PM central time. Thank you.

• Initial Complaint

  Date:01/31/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was approached by ADT's contractor Safe Haven to set up monitoring service in my new home. I agreed to the service, and signed the contract understanding I had three days to retract my decision. After doing some research I was dissatisfied with the reviews and sales approach of the Safe Haven employee and terminated my contract within the three days. The equipment was removed from my home and my account was credited the initial set up fee. However, since March 2022 I have been charged the monthly service fee of $68.79. I have attempted to call and email ADT on several occasions but have not been successful. Safe Haven did agree in writing that I did cancel my contract within the three days, but ADT would not assist until I called. ADT did not reply to the email, and continued charging my account. I have called ADT several times over these last few months, with wait times of 76 minutes as of today, and only been able to reach someone who cannot assist me and transfers me to stay on hold. As of December 2022, ADT has debited $687.90 from my bank account that I am owed.

  

  Business Response

  Date: 01/31/2023

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

  

  Business Response

  Date: 02/02/2023

  
  The customer entered into a contract with Safe Haven Security Services and sent in a Notice of Cancellation document. Safe Haven notified the consumer that the document was sent to ADT directly to terminate the monitoring services and that  ADT is requiring her to call Account Management for assistance. ADT account management can be reached at ************. The following company handled the monitoring and billing of the system.
  
  *** ******** ********
  **** ****** **
  **** ***** ** *****
  
  ****** ******* **** ** ** *** ******* ********

• Initial Complaint

  Date:01/30/2023

  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.

  on 12/16/22 a adt sells rep came to my house to pitch adt. for being a new home owner i qualified for a $3000 credit for their service. the rep told me and my wife. that the adt tech will remove all old units and patch up any holes that were left. was also told the new system will not require any holes in the walls for mounting. the sells rep also stated that they would contact me before the trail period ended to see if we still wanted it the system.
  the tech came to install the system. they informed me that they don't take old units or patch holes. tech was about to cut a hole in my wall before they realized they could use the spot of a old unit. due to me just buying my first house and getting settled in, i lost track of that 3 day period. i didn't realize the sells rep didn't call me on 12/19/22 to see if i wanted the service still. by that time i was locked in the contract for 3 years. im upset about false advertisement and deception from the adt sells team

  

  Business Response

  Date: 01/30/2023

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

  

  Business Response

  Date: 02/01/2023

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by Mr. *****. 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 being eligible for a
  penalty free release.
   Safe Haven allows all of our consumers to
  review the terms of the contract at the time of installation and after. The
  contract was electronically signed and the email address designated by the customer
  when the account was established was the email utilized for that authorization.
  Prior to the contract, Mr. ***** signed a work order outlining the terms of the
  agreement. When a consumer signs the contract, they are presented an electronic
  contract on a mobile device with the installation technician. It is the
  consumer’s responsibility and discretion to review any legal document provided
  to them that requires their signature.
  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, allowing cancellation at with no
  penalties. The document provides detailed instruction for a consumer to exercise
  their right. Outside of that right of rescission period, Safe Haven collects an
  early termination fee of 75% of the remaining balance of the contract to
  authorize the cancellation of your account. A copy of the contract has been
  attached for reference. The early termination terms can
  be found on page 5 term 2 under “EARLY TERMINATION OF THIS CONTRACT”. The
  following term states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  At
  this time, the contract terms stand. Should the customer wish to move forward
  with their cancellation request they will be subject to the early termination The
  customer may contact Safe Haven to process their  cancellation request with the associate fees
  with our customer service at ************* *** ***** ** ********* *** ************* ******* ******* ***** ***** ****

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Contact ADT Safehaven to install security cameras on my property in roughly May during the closing of my newly purchased home.
  -install scheduled for late June
  -day of install and scheduled time installer was late, during the install, installed the cameras not in the locations I had given specific direction and location on where they were to be located on the home. This improper install then caused damage to my home.
  - the installer tried to hide the damage by moving some of the siding pieces around to new locations
  - I immediately forwarded this information along to our sales person who then passed this up the chain for some sort of resolution
  - after a number of failed attempts, a piece of new piece of siding was installed only for it to be the incorrect color, mine is discontinued
  - this was again passed along to management and I was asked to get quotes to have the siding replaced which I did and forwarded along.
  - I was then told they had retained a company to paint my siding, which was not suitable after speaking to the contractor ADT hired, they would not warranty it and it would not match to 90% of the color let alone 100%. The contractor did not Recommend this repair
  - again I fwd this info to their management
  -after many weeks and many non responsive text, calls and emails I was told they were going to cut a check and send it to my installer to complete the repairs necessary, that was in late October. It is now Christmas and no resolution, no payment, no calls or emails returned
  - after my quote, ($3200)time and energy I am requesting all of my equipment that was installed by them to be removed, all damages that will will happen from this removal be corrected. As well as compensation for my time searching for qualified contractors, as well as my emotional and physical inconveniences.($2500)

  

  Business Response

  Date: 01/30/2023

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

  

  Business Response

  Date: 02/07/2023

  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 issued any
  additional reimbursement outside of what was previously issued for the damage
  claim.
  Safe Haven issued a check
  to a contractor to repair damages. A check in the amount of $3150 was issued to
  ** ******** *** for labor and services charges. The check was sent on January 12,2023
  and cleared January 23,2023. At this time, Safe Haven has satisfied the charges
  to the original damage claims and there 

• Initial Complaint

  Date:01/28/2023

  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.

  Safe Haven Reps came to my home. Three men arrived. Two stated they were with ADT. The 3rd said he was with Safe Haven. I told them what I needed in an alarm system. I explained in detail what I needed in a system. They offered options and said if they could not provide the needs, which were normal I had 30 days. A person was coming back for install after they agreed to my system needs. Their person came back with the equipment and a contract. The contract did not have my legal name on the contract, but my maiden name, which has not been my name in 13 years. I informed him I was not going to sign anything that was not my legal name..they did install the equipment on a 30 day contingency. Their person said he got something in his eye and had to leave. He came back 3 weeks later to install again. The system was not working correctly. I called for them to pick up their equipment they said it is over 3 days. Also more than 30. They said no, and I am responsible. Their agent came back and could not provide the service , as the cameras were not capturing intruders on the property. ADT agreed that Safe Haven was not offering their newest equipment that fits my needs. Their customer service was rude and belligerent. Their local installer showed me a dvr unit on **** and said if I pay for it he will install it. I am a disabled Veteran with PTSD and physical limitations. I need a system that works. I am now getting mail from their legal associates for payment. Can you help?

  

  Business Response

  Date: 02/01/2023

  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 issued a billing
  adjustment.
    Safe Haven allows all of our consumers to
  review the terms of the contract at the time of installation and after. The
  contract was electronically signed and the phone number belonging to the customer
  was the number utilized for that authorization. Prior to the contract, *** ********* signed a work order outlining the terms of the agreement. 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 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. It is the consumer’s responsibility and discretion to review
  any legal document provided to them that requires their signature.
  Safe
  Haven has not been to the residence since October 2022. The last service visit,
  Safe Haven confirmed the system was functioning properly and sufficed the service
  request. After Safe Haven’s last visit, the consumer allowed the account to
  fall behind in payments. Safe Haven attempted to alert the consumer of the account
  status, but the consumer denied brin the account current, advised that she had
  filed a fraud claim, and would be involving legal representation.
  A
  copy of the contract has been attached for reference.
  The early termination terms can be found on page 5 term 2 under “EARLY
  TERMINATION OF THIS CONTRACT”. The following term states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  At
  this time, the consumer’s account defaulted for nonpayment and forwarded to an outside
  agency to collect on. Safe Haven is unable to release the customer from the
  contract penalty free. Should
  the customer wish to move forward with their cancellation request they will be
  subject to 75% of the remaining balance of the contract. The collections status
  of the account is valid and Safe Haven encourages the consumer to settle the
  balance with ****** * ***** directly. Thank you for your time.
  

• Initial Complaint

  Date:01/27/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven Home Security was canvassing my neighborhood and my spouse and I spoke with them about a security system. The sales guys pitched the program as a security system where the equipment was free, and we just had to pay a setup fee and a monthly monitoring fee through ADT.
  The installer came out and proceeded to pitch us a bunch of equipment that would make our system functional, and it obviously wasn't free. I was not told that the equipment could possibly be refurbished, and I was not told that I had 3 days to return any equipment. The installer also told me they couldn't install the smart thermostat and that an HVAC person would need to do that. I set up an HVAC appointment which was outside of the 3 day return window (not knowing there was that short of a return window).
  I called their "customer service" today, and told them I wanted to return the smart thermostat, as my HVAC installer told me this was obviously used equipment, wasn't in good shape, and that he wouldn't install the thermostat in his own home. Their "customer service" told me there was a 3 day return window, and that they wouldn't be able to refund the product. They also refused to transfer me to a manager. I asked her why the installer didn't tell me about the 3-day return window and she said it was the customer's responsibility to read the contract. Maybe so, but any reasonable person would agree that it is the company's responsibility to spell out any major terms of the contract as that is how a reputable business conducts business.
  This company uses predatory sales practices. I want a refund for the smart thermostat.

  

  Business Response

  Date: 02/02/2023

  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 statements made within the
  complaint as the consumer authorized she read and understood the contract terms
  that disclose the condition of the equipment, in addition to the rescission
  period.
  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, allowing cancellation with no
  penalties. The document provides detailed instruction for a consumer to exercise
  their right. Safe Haven allows all of our consumers to review the terms of the
  contract at the time of installation and after. The contract was electronically
  signed and authorized by the designated email address established when the
  account was set up. It is the consumer’s responsibility and discretion to
  review any legal document provided to them that requires their signature.
  The
  agreement the consumer authorized discloses within the “IMPORTANT TERMS AND CONDITIONS”.
  Terms 8(INSTALLATION) and 10 ( EXTENDED LIMITED WARRANTY/ QUALITY SERVICE PLAN
  QSP ) disclose details of the equipment and the equipment warranty. Term 8
  specifically states the following,
  “The
  equipment that Dealer installs under this Contract may be new or refurbished.”
  Safe Haven
  strives for an excellent customer experience and as an act of good faith to
  repair the relationship, Safe Haven will issue a refund to the synchrony
  balance in the amount equal to the smart thermostat. Safe Haven asks the
  consumer to allow 10-14 business days for this to update within the account
  balance. Thank you for your consideration.