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:01/17/2023

  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 service has been canceled and equipment has been picked up, I am still getting a monthly bill and phone calls.
  
  My cancelation confirmation number is 02669792. I need my due balance to be clear before it get sent to my credit report.

  

  Business Response

  Date: 01/13/2023

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

  

  Business Response

  Date: 01/20/2023

  
  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”)'s formal response
  to the complaint made by the consumer. Safe Haven is an Authorized Dealer of
  ADT licensed to sell and install ADT alarm services. Safe Haven does not have
  authorization over monthly monitoring or ADT billing. Safe Haven has spoken with
  the consumer directly and advised them they will need to contact ADT directly
  regarding any additional concerns they have towards their cancellation.

• Initial Complaint

  Date:01/17/2023

  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.

  Company continues to send fire department even after the alarm has been turned off and company has called to verify the owner is safe. They call family members after calling to verify that the owner is safe. Company calls very late at night. Company refuses to remove family member from their file to avoid late night calls. Company continues after several complaints. I cannot get to the pad in 20 seconds as requested to stop the alarm every time. Company refuses to send technician to adjust equipment or move equipment. I have a contract but this was not brought to my attention prior to the contract that they would refuse to not call emergency services and my family late at night. ADT has installed the key pad 25 feet from the entrance of the garage. They have installed a camera which was not authorized. And the camera is taking pictures. This camera is located at tele entrance to my bedroom and is taking photos. I have requested for ADT to stop sending emergency services when they are aware there is not an emergency. The say this is impossible. I have requested for ADT to move or change the key pad so I have more time to get to it. I have requested for ADT to move the key pad from where the key pad was placed. They say I must pay for the installation error. I am a senior citizen. I have steps in my home and at my entrance. I feel if I am willing to keep this service, I should be able to have so I can use it for what I purchased it for. I feel I am being treated badly because I have complained. ADT has refused to allow cancellation even though I had no say in the time for cancellation of the keypad alarm or the location the technician decided to put the keypad. They say you had this since April but I say the records will show that this has been a problem for a long time. I have begged the dispatcher not to send the fire department but they pretend like they don’t hear me. They have reported they couldn’t understand me which is not true please help

  

  Business Response

  Date: 01/16/2023

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

  

  Business Response

  Date: 01/20/2023

  Dear Better Business,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the
  complaint made by ******* ********. Safe Haven is
  an Authorized Dealer of ADT licensed to sell and install ADT monitoring
  services. Safe Haven does not oversee monthly monitoring services or the monitoring
  alert services. Safe Haven encourages the complaint to be forwarded to ADT/ for
  the consumer to contact ADT/ form a separate complaint towards ADT in regards
  to the monitoring alerts issued towards emergency respondents.
  *** ******** ********
  **** ****** ** **** ******** ******
  ************
  After
  reviewing the account, Safe Haven has not been to the consumer’s residence
  since the installation that occurred in April 2022.Safe Haven collected
  an electronic agreement from the consumer on April 15th, 2022. Safe
  Haven’s first notice of the consumer’s
  dissatisfaction was on December 5th,2022. The consumer advised a Safe Haven
  support agent of her frustrations with ADT dispatch services alerting emergency
  respondents to be dispatched without her consent. Ms. ******** expressed her
  frustration with the panel settings, the panel’s placement, and expressed her
  request to terminate the services. Safe Haven advised the consumer of the early
  termination terms within the contract and offered her service options to help
  aid her in a resolution. Ms. ******** declined an onsite service appointment
  due to the service fee cost and opted for a technical support call. Ms. ******** contacted Safe Haven later that day
  and requested to have the panel moved to
  another location. Safe Haven reiterated the
  previous information regarding service fees and the consumer declined
  scheduling an onsite visit. On 12/6/2022, a technical support agent contacted
  Ms. ******** to aid her in a resolution remotely. During the call, Ms. ********
  expressed her frustration with the panel placement, and advised her
  dissatisfaction with the required fees in order to have a technician relocate
  the panel. The technical support agent reset the entry times for the panel and
  advised the trip fees were not eligible to be waived for an onsite visit. Safe
  Haven has not received any further communication from the consumer since
  12/6/2022.
  All references to contract terms specific to Ms.
  ********’s complaint can be found on page 5
  under the “IMPORTANT TERMS AND CONDITIONS” Page 5
  outlines in detail “PAYMENT; TERM; RENEWAL TERMS(S); CONSUMER REPORT”, “EARLY
  TERMINATION OF THIS CONTRACT”, “INCREASE IN CHARGES”, “ALARM PERMITS;
  ADDITIONAL CHARGES AND OFFSET RIGHT”, AND “LIMITATION OF LIABILITY”. Page 7
  thoroughly discloses all of the consumer’s warranty in detail, specifically
  services that are non-warranty with associated trip cost.
  At this time, Safe Haven is unable to stop ADT
  monitoring efforts communicated to EMTs or move the keypad at our expense. If
  the customer, would like to move forward with scheduling a service appointment
  with the associated fees, we encourage the customer to contact Safe Haven
  directly. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8
  AM- 6 PM central time. Should the customer be unable to utilize phone services
  they may also contact Safe Haven directly at [email protected].
  If the customer would like to move forward with terminating her services, she
  would be subject to the early termination fees. Thank you for your review.

   

• Initial Complaint

  Date:01/16/2023

  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 purchased my home 08/22/2022,service was installed on 08/27/2022, I called in September, October, November, December, and in January. When I signed up for service I informed ******* ****** that I was already in contract with CPI he informed me that their service wouldn't work in the home. Since installation my camera and fire alarm have not been working properly. When I called in to have the issue resolved I was informed that I had to pay $50.00 for them to resolve the issue. Then I asked them to close the account as I am going t\with another provider and need to use the camaras that I bought. they have stated they cannot close the account and will not close the account. I am asking for my account to be closed completely with no ETF (early termination fee) and a refund for all monies paid on the account for non working service. I did not feel safe in my home because the product didn't work .

  

  Business Response

  Date: 01/23/2023

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made ******** *****. Safe Haven sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the consumer’s
  experience with us. Safe Haven would like to extend our apologies for all
  frustrations the consumer has endured throughout this matter. After reviewing
  the account, the consumer entered a thirty-six (36) month agreement with Safe
  Haven Security for ADT monitoring services on August 29th, 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 without any penalties. 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 included, specifically, for the
  installation of the equipment provided by Safe Haven Security.
  Safe
  Haven has not visited the residence since August of 2022, when the installation
  occurred. Safe Haven’s first communication with the consumer of her concerns
  did not occur until 12/9/2022. Safe Haven received a call from the consumer expressing
  concerns with her cameras and wanting to terminate the services. Safe Haven
  advised the consumer of the early termination fees associated with the account
  and the consumer declined paying the fee. Safe Haven received an additional
  complaint from the consumer through ADT regarding her account concerns on
  1/13/2023. Safe Haven attempted to contact the customer by phone and email to offer
  a service appointment, but the customer declined. The consumer contacted Safe
  Haven on 1/16/2023 requesting to have her the cameras removed from her account
  because she was having ADT install new cameras. Safe Haven advised the consumer
  that she was currently under Safe Haven’s service warranty and that we would be
  unable to remove the cameras for devices not installed under Safe Haven.
  Safe
  Haven received an additional call from the consumer requesting to have the
  cameras removed under her account because she was intending to get better
  cameras for the home. She advised wanted the new camera owners to be able to
  use them, but they reflect under her account and they are not able to activate them.
  Safe Haven advised we were unable to do so, the customer requested to terminate
  the services and was sent to an early termination fee quote. Safe Haven
  escalated the account within the builder division on 1/20/2023. The customer declined
  all resolution attempts and requested to have all of the equipment removed due because
  she was going with another provide. A Builder Division team lead advised the
  customer that Safe Haven is unable to facilitate a cancellation without the
  early termination fees being paid and the consumer advised she would let the
  account go to collections.
  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 customer
  has advised the cameras have been physically removed at her discretion. Safe Haven
  is unable to deem the system inoperable based on the consumer’s violation to
  the servicing terms and her attempts at removing the cameras physically on her own.
  Should the consumer want to move forward with her cancellation request she will
  be subject to the contract terms. Thank you for your time

  Customer Answer

  Date: 01/29/2023

  [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 was made aware that I was already in contract with another company and knew that I could not enter into another security contract with then but the agent states that he would work it out. I currently do not have any of there services active in my home. I had the company that I was already in contract with transfer the service. I also you fail to provide services that I was paying for and you provided me with a malfunctioning surveillance system.
  
  
  
  Regards,
  
  
  
  ******** *****

  

  Business Response

  Date: 01/31/2023

  Please
  accept this as Safe Haven Security’s formal response to the rejection made by ******** ****** Safe Haven has provided supporting information that documents the
  consumer’s acknowledgement and understanding of the agreement that was entered
  into on August 29th, 2022. The consumer was provided a document detailing the agreement,
  the additional equipment, and the terms surrounding the additional equipment
  purchase. Safe Haven included a detailed rescission period, additional terms to
  execute the outlined rescission period, and information within the rescission
  document that allowed the consumer to execute the rescission period within a
  timely manner. The consumer failed to do so and is not eligible for a
  penalty-free cancellation.
    Safe Haven has acknowledged the consumer’s choice
  to remove the equipment provided by Safe Haven, but that does not suffice as a dissolution
  to the contract terms. Furthermore, Safe Haven is unable to deem the system
  inoperable based on the consumer’s violation to the servicing terms and unauthorized
  removal of the equipment. At this time, the consumer is subject to the contract
  terms and will be required to pay an early termination fee. Thank you for your
  time.

  Customer Answer

  Date: 02/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the document that was sent I have never seen that before I never spoke with a ******** **** and that is not my signature. also I had no choice but to remove as I contacted ADT and safe haven because the system was not working. My home had no security measures at all and the fire alarm kept going off when it wanted to. I needed my home secured 365 days come to find out the camera wires were split by the tech and could have caused a fire in my home thank god it didn't. after contacting both companies over and over with no resolution, then after requesting a call back i finally received one 2 months later.
  
  
  
  Regards,
  
  
  
  ******** *****

• Initial Complaint

  Date:01/15/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 29th **** *****, Branch Mgr of Spring Hill, FL branch, appeared at my home door. Said he was with Safe Haven Security. I assumed he was a partner of ********* ****** **** ***** because they had already called me. He sold me a security system for 36 months at $45.99. Next day ******* showed up from ADT to install on Dec 30th. Over the weekend, I realized I really couldn't afford this system. I called on Monday (2nd day of 3 business day cancellation policy they have) and spoke to ****, only number THEY provided me with then. He said, "No problem *****. We will take care of it." I said, "What about a form I have to fill out?" He said, "I will take care of the cancellation for you and let them know to come pick up equipment." I told him it was just too much for 3 years! I heard from no one over next 2 days. Called **** again. He said, "No one called? I will reach out to them again." After not hearing another day, I called **** again. Apologized for calling so much but wanted to ensure it was cancelled since I only had 3 days to do so. He again said he would have someone call me about picking up equipment. After a week, I started to feel uneasy and angry. I called him again. He wouldn't answer. Went straight to voicemail. Then I knew (after being in business all these years myself) that he was avoiding me. Probably wants to collect commission and could not if he helped me. He had told me, "I will be there for anything, don't worry." I then contacted ********* ****** in Missouri. They said it was not their rep that I was working with which really shocked me. I thought he was connected to them. They called **** a "doorknocker". So they can't help me. I have no one to turn to and have to pay for a service I WILL NOT USE! Do not use Safe Haven Securities!!!! I have included a photo of ****!

  

  Business Response

  Date: 01/31/2023

  Dear
  Better Business Bureau,
              Please accept this as Safe Haven
  Security Services, LLC (“Safe Haven”) formal response to the complaint made by *** ******. 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 was unable to collect any evidence that would
  support the customer being issued a total refund of all monies paid and
  forgiveness of her contract.
              Safe Haven has actively worked
  with the consumer and attempted to assist the consumer with her desired
  resolution. Unfortunately, Safe Haven has been unable to receive supporting
  documentation to deem the consumer eligible of a penalty-free release. Safe
  Haven has advised the consumer to provide phone records to confirm the consumer
  made call attempts to Safe Haven/ ADT/ or the representative in question during
  the outlined rescission period found in the " Notice of Cancellation"
  document. The document provides explicit instruction for a consumer to exercise
  their right to cancel penalty-free if chosen within an allotted time frame. In
  the event the consumer does not follow the instructed details to enforce this
  right, the contract terms stand.
              At this time, Safe Haven is
  unable to release the consumer from the contract penalty-free. Safe Haven
  encourages the consumer to contact her cellular phone provider for phone
  records or utilize online platforms with her cellular provider to pull outgoing
  call history that is not impacted by SIM communication errors. The consumer
  will need to produce records reflecting attempts were made between
  12/30/2022-1/3/2023, in order to qualify for a penalty- free release. Should
  the customer be unable to produce such documentation and want to move forward
  with her cancellation request, she will be subject to 75% of the remaining
  balance of the contract.  Safe Haven will also reach out to ADT on behalf
  of the customer to confirm if they received any contact from the consumer
  within the timeline referenced above. Safe Haven will contact the consumer
  directly with any additional updates, should ADT be able to find corresponding
  history. Safe Haven invites the customer to email the phone records directly to
  *************************** for release eligibility review should she be able
  to obtain them. Thank you for your consideration.

• Initial Complaint

  Date:01/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  see Attached document
  I dispute this debt.  The stated debt of $1093.46 is incorrect, wrong and should not be assigned to me.

  

  Business Response

  Date: 01/13/2023

  Dear Better Business Bureau,

   

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by **** ****. Safe Haven 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 did
  not receive an attached document to review, however, Safe Haven has actively attempted
  to advise the consumer from of the account status since September of 2022.The
  consumer entered into an agreement with Safe Haven on October 22nd,2021.
  

  A copy of the contract has been attached for reference. Within
  the contract, the early termination terms can be found on page 5 under the
  second paragraph titled “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.”
  (All references to page 5
  “IMPORTANT TERMS AND CONDITIONS  The
  “IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL
  TERMS(S); (Term
  15) FAILURE TO PAY CHARGES OR HONOR CONTRACT. Term 15 specifically 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. I will grant Dealer access to My premises and allow
  it to reprogram or disable the Equipment. Dealer has no liability if Dealer
  stops providing the alarm monitoring and notification services and repossesses
  or disables the equipment. 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. Dealer is not required to redecorate or repair My premises as a
  result of repossessing or disabling the Equipment. In addition to these
  remedies, Dealer does not waive and expressly retains the right to exercise any
  other legal remedy, including the right to charge Me a late fee at the highest
  legal rate for each month that a payment is not received and/or interest on the
  unpaid amount, and the right to report Me to one or more consumer reporting
  agencies if I become delinquent on My account (more than 90 days without a
  payment)”
  The
  consumer’s account was terminated by ADT due to non-payment. Once ADT
  terminated the account, Safe Haven forwarded the balance directly to an outside
  agency. After reviewing the complaint, the debt is correctly reporting under
  the consumer and is valid. The consumer will need to contact the outside agency
  directly to settle the balance owed from the account balance for the defaulted
  alarm monitoring service contract. Thank you for your review.

• Initial Complaint

  Date:01/12/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying $71/month for a service I have not received.
  My cameras stopped working June 2021 and when I would call into ADT they would assure me someone would come out within 24 hours to fix the issue.
  No one came.
  I now would like to terminate this service and I am being told by safe haven that I can not cancel due to a penalty in contract.
  
  I have told them I will need my $71 that I have been paying for since June 2021 refunded back to me for services that have not been provided. They said this is not possible.

  

  Business Response

  Date: 01/19/2023

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ****** *****. Safe Haven 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 strives for customer satisfaction and would like
  to extend our apologies for any and all frustrations the consumer has endured
  throughout this matter. Safe Haven previously visited the consumer’s property
  on January 16th,2023.
  After
  reviewing the account, Safe Haven is unable to issue the consumer a refund. Safe
  Haven is an Authorized Dealer of ADT permitted to sell and install ADT
  monitoring services. Safe Haven has does not have authority over ADT billing or
  the monitoring services. Safe Haven has confirmed the system and supplemental devices
  are fully functional and operating as intended. As a courtesy, Safe Haven has
  forwarded the consumer’s refund request for their review. At this time, Safe
  Haven encourages the consumer to contact ADT directly to assist them with any further
  request towards their monthly billing. Thank you for your consideration.

• Initial Complaint

  Date:01/11/2023

  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.

  Upon moving in to my new home, I was pitched ADT's security services through Safe Haven Security Services, an authorized dealer working with my home builder-- ** ******. I signed up for $45.99 monthly subscription under a 3-year contract-- in addition to an up-front cost of $425 for equipment.
  
  Since then, I have had numerous technical issues with my system. Not only have false alarms caused enormous distress to my household, but three different devices are currently faulty-- despite numerous troubleshooting attempts. My doorbell camera has disconnected from our system multiple times, including while we have been out of town. Reconnecting this device has not provided any kind of long-term resolution. It is currently disconnected once again. Additionally, both our thermostat and front door lock are not usable through our phones any longer.
  
  I have sough both technical support and customer service resolutions, but ADT has done nothing to assist over the phone or through email. Phone wait times are generally in excess of half-an-hour, and have been cited as 45+, 75+, or even 100+ minutes. When I have spoken with a representative, they told me they would research my issue and call me back-- but never did.
  
  I am at a complete loss with how to proceed. Cancelling my ADT contract would require paying out 75% of the cost of remaining payments-- but I have not even been able to talk with an account representative to initiate that process, regardless of how unfair it seems given my cause for cancellation. Furthermore, my credit will be impacted if I miss payments to ADT-- even though I am not receiving the services I paid for!

  

  Business Response

  Date: 01/11/2023

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

  

  Business Response

  Date: 01/17/2023

  
  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by the ******** *********. Safe Haven 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 strives for customer
  satisfaction and would like to extend our apologies for any and all
  frustrations the consumer has endured throughout this matter. After reviewing
  the account, Ms. ********* entered into a contract with Safe Haven for ADT monitoring
  services on 12/15/2021.
  Safe
  Haven is an Authorized Dealer of ADT licensed to sell and install ADT
  monitoring services. The consumer’s service warranty is
  transferred to ADT after the first year of service and the monthly billing is
  overseen by ADT corporate throughout the entire service agreement. Safe Haven
  has reviewed the account and the last service request Safe Haven conducted was
  in February of 2022.  Safe Haven conducted
  a technical support call with the consumer to help pair one of her smart home
  features wit the monitoring system. Safe Haven has not received any
  communication from the customer, or been advised of any issues with the
  doorbell camera since February of 2022.
  After
  reviewing the account, Ms. *********’s service warranty with Safe Haven has
  expired and has now transferred directly under ADT corporate’s jurisdiction. Ms.
  ********* will need to contact ADT for any billing adjustments or contract release
  eligibility request. If the consumer needs assistance with getting connected to
  ADT, she may contact Safe Haven’s customer support team. Safe Haven can be
  reached at ************* ******* ****** * **** ** ******* ***** ****** ******* **** ********* ** *** *************** *** *** **** *****

• Initial Complaint

  Date:01/11/2023

  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 called on November 14th to notify I was moving to a new location. They changed my plan to ADT blue but they never closed my previous account and it still shows as active and they are still charging. I was not able to see any cameras o received notifications after November 15th from my previous address. Ever since I have been calling and no one has been able to help me to actually resolve the issue of my account as it still shows active, bring the billing statement to the correct amount (the amount of $68 dollars was provided by last agent I spoke to)
  Until this day they haven't been able to resolve my issue and every time I call they say that the account is still active but in 24hrs I should receive and email with the adjusted balance from billing. I received a called yesterday from ************ requesting $207 that i was due (so account is still active and they keep on charging months without adjusting).
  Im paying my monthly fee for ADT blue in the new location, but my previous address is still showing active and as I was told on the phone several times billing will need to be adjusted to reflect account deactivation as of November 14th. I called last week on January 4th and the issue has not been resolved yet.

  

  Business Response

  Date: 01/17/2023

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by the consumer. Safe Haven 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 strives for customer satisfaction and would like
  to extend our apologies for any and all frustrations the consumer has endured
  throughout this matter. Safe Haven is an Authorized Dealer of ADT, licensed to
  sell and install ADT monitoring services. Any billing adjustments or service
  request must go through ADT corporate. Safe Haven does not authorization to
  cancel a customer’s service or bill the customer for monthly services.
  Safe
  Haven has reviewed the account and an attempt to provide the consumer resolution
  to her concerns was made. Safe Haven received communication from ADT advising
  the account the consumer alleged was newly active had not been. The following
  email was sent to the consumer1/16/20223,
  “Good afternoon **********
  I got the following response from ADT below:
  ADT NOTE:
  • Legacy Code: ******
  • Text: Account NOT added. Customer has an
  inactive ADT Blue shell ************************** but it's not in a valid status to stop/reverse the
  chargeback. Monitoring status is BLANK – The customer has not setup the
  account. Billing has not started because account is not active. Unable to
  reverse the Chargeback at this time.
  • Add Date: 2023-01-13 17:17:22
  
  ADT was unable to confirm my request because the
  account does not reflect active. If you are unable to activate the services and
  alert us to resubmit the dispute by 02/28/2022, we will have to forward the
  balance of the contract over to our collection agency. Please ensure this taken
  care of as soon as possible. Thank you in advance!”
  Safe
  Haven has not received any additional communication from the customer. At this
  time, no further actions are required by Safe Haven. Thank you for your time.

• Initial Complaint

  Date:01/10/2023

  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.

  there was a sales person name by ***** visited my home several times encouraging me to take the security service for my new home. ignoring him plenty of time he said i will give you free installation and free equipment and the monthly bill will be 63$ a month that's all i have to pay and i can stop the service whenever i like to.
  so a guy comes to install the equipment in my house and i already mentioned the guy don't put anything additional as your representative have told me only such and such things are free and he said yes sir i got you. but after few day later when i opened my synchrony bank account to pay my furniture bill i saw there was new account showing by name of home service and i owed them 1924.29$
  after talking to synchrony bank representative i came to know it was SAFE HAVEN SECURITY SERVICES INC who had charged me. surprisingly i was astonished how come they open account on my name without my knowledge after contact the company they told me i purchased additional equipment { which i never did } and i explained them i had not purchased anything these is all without my knowledge. i asked them if i had purchased why the card has been mailed to different address they have no answer they keep saying me you have to pay that amount. i also told them i no more want your service they made a whole contract which was not signed by me and presented me saying you have sign the contract for 36 months which is clear scam. to terminate the service they are making me charge 1582$ giving me 25% discount i dont understand how come i pay someone which i had not signed and purchased anything its clear scam on my name the company instead of taking action against there employee to create fake signature these people are trying to force me to use there service and pay for what i am not supposed to pay
  please do help me i am sticked in these situation and i am afraid they will mess up my credit.
  kindly help me

  

  Business Response

  Date: 01/19/2023

  Dear Better Business Bureau,
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by ********** ****** Safe Haven 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 strives for customer satisfaction and would like to extend our apologies for any and all frustrations the consumer has endured throughout this matter. Safe Haven has investigated these allegations and have not found any supporting evidence to support the consumer being owed a refund.
  After reviewing the account, *** ***** authorized Safe Haven to perform the installation of goods in order to obtain the ADT monitoring services on a verbal recording prior to the installation. *** ***** entered into a 36-month agreement with Safe Haven on November 28th,2022. At the installation, *** ***** was presented a series of additional equipment packages for his review. All four equipment packages were signed with acceptance or denial markings by the consumer. *** ***** accepted 1 out of the 4 options presented with a handwritten signature and chose to finance the equipment utilizing the Synchrony platform. The consumer completed an online application with security encrypted tracking confirmed by Synchrony.
  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 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.”
  At this time, Safe Haven is unable to release the consumer from the contract penalty free or issue any refunds. If the consumer would like to proceed with moving forward with their cancellation request, they will be subject to the contract terms. Thank you for your consideration.

• Initial Complaint

  Date:01/09/2023

  Type:Product 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 had ADT install a package deal including a doorbell monitor. The doorbell has never worked for more than a week. I have called 9 times and am always transferred or hung up on when I call ADT to have my issue resolved. I spoke to them months ago and they said they have no idea why the doorbells keep breaking and that I would need to call for a supervisor. All I want is to have a garage or exterior camera installed instead of a doorbell. I have been sick with Covid for months and have not been able to call until now. ADT can see on their side that the doorbell is not working and that they have sent technicians out multiple times. They are unresponsive to my complaint and will not help resolve the issue. Either they fix the situation or credit my for each month that I have no doorbell service, which is pretty much the same amount of time as it was installed.

  

  Business Response

  Date: 01/09/2023

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

  

  Business Response

  Date: 01/17/2023

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by the consumer. Safe Haven 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 strives for customer satisfaction and would like
  to extend our apologies for any and all frustrations the consumer has endured
  throughout this matter. Safe Haven is an Authorized Dealer of ADT, licensed to
  sell and install ADT monitoring services. The service warranty is transferred
  to ADT after the first year of service and the monthly billing is overseen by
  ADT corporate throughout the entire service agreement. Any billing adjustments
  or service request must go through ADT corporate.
  Safe
  Haven has reviewed the account and the last service visit Safe Haven conducted
  was in June of 2022. During that visit, Safe Haven integrated the doorbell into
  the consumer’s system after the consumer provided the sufficient electrical required
  for camera functionality. Safe Haven has not received any communication from
  the customer, or been advised of any issues with the doorbell camera since it
  installation in June 2022. After reviewing the account, Mr. Ruderman’s service
  warranty with Safe Haven has expired and has now transferred directly under ADT
  corporate’s jurisdiction. Mr. Ruderman will need to contact ADT for any billing
  adjustments and to service his doorbell camera. If the consumer needs assistance
  with getting connected to ADT, he may contact Safe Haven’s customer support
  team. Safe Haven can be reached at 8************ ******* ****** * **** ** ******* ***** ***** *** *** **** *****

  Customer Answer

  Date: 01/26/2023

  [* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  **** ********