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:01/19/2023

  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 had my ADT service since May with brand new equipment and how the ADT representative place the equipment where it need to be properly placed. I have only been able to use my service consistently for about 2 months or so. After that I have not been able to have steady service I have called multiple times to resolve it. But the company wants me to pay for them to come out after I have troubleshooted the system because it doesn’t have much to do besides unplugging and plugging it back in. I had called on 12/20 to speak to a rep and basically he told me he is not able to help me anymore because my bill is passed due and my bill is not passed due at all. I was very upset because he lied about trying to have a tech come out to my resident and I said that I didn’t want to pay for any service charge since I have faithfully been paying my bill and haven’t been able to use the footage camera and get notification when someone is at my house for security reason. I asked to just have my service cancelled because I should have to trouble shoot my own security system that I’m paying by every month. Then the Rep have placed me on hold where I have to start my conversation all over again when I asked to just cancel my service I don’t need ADT anymore. I don’t want ADT and someone can come to my house and collect the device. I’m truly upset.

  

  Business Response

  Date: 01/18/2023

  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”) 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 reviewing
  the account, the consumer entered a thirty-six (36) month agreement with Safe
  Haven Security for ADT monitoring services on June 8th, 2022. 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.
  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that support the consumer attempted to contact Safe Haven
  regarding service issues prior to December of 2022. Safe Haven was notified by
  ADT on December 5th,2022 that the consumer’s camera was not reporting
  into the system and triggering error signals that required trouble shooting.
  Safe Haven made 4 attempts to contact the consumer by phone and email between
  12/6/22-12/9/22 before reaching the consumer. Safe Haven spoke with the consumer
  on 12/9/2022 and attempted to provide trouble shooting, but consumer was unable
  to reach the device. Safe Haven offered to schedule a onsite visit, but the
  consumer declined and advised she would reach out at a later time when she was
  ready.
  Safe
  Haven received a call from the consumer on 1/11/22 requesting to terminate the
  services. Safe Haven advised the consumer she would be subject to the early
  termination fees and provided a quote in order to process her request. The
  consumer expressed her displeasure with the information surrounding cancellation
  terms and disconnected the call. A copy of the contract has been attached for
  reference. The early termination terms can be found on
  page 5 term 2 under “EARLY TERMINATION OF THIS CONTRACT”. The following term
  states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  At
  this time, Safe Haven is unable to release the customer from the contract
  penalty free or adjust any billing. 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 bills and the consumer will need to
  direct her request to ADT. 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 s the scheduling
  a service appointment with the associated trip fees, we encourage the customer
  to contact Safe Haven directly. Safe Haven can be reached directly by phone at
  ************ ******* ******* * *** * **  ******* ***** ****** *** ******** ** ****** ** ******* ***** ******** **** *** **** ******* **** ***** ******** ** ******************************** ***** *** *** **** *******

• Initial Complaint

  Date:01/18/2023

  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.

  In October, 2019 I paid in full the equipment and monitoring services for ADT services because I did not want them to bill monthly and I wanted their services for 2 years. I sold the house July, 2021.
  
  On 01/2023, Safe Haven reached out to me to pay balances due because they had not closed the account after I left. I informed them that services was only for 2 years and was paid in full at the start of the contract and home was transferred out of my name already.
  
  They informed me that unfortunately their account receivable did not close the account so I will be billed for the rest of 2022. I had no business with Safe Haven and it is unfortunate that they are trying to extort $682.49 from 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.

  After
  reviewing the account, Safe Haven issued past due letter notification on 11/17/2022
  and 12/15/2022. Safe Haven attempted to contact the consumer by phone on 1/12/2023
  to advise of the delinquent status and to ensure the balance was fulfilled. An
  email was sent to confirm the consumer’s cancellation request on 1/12/2023. Please
  see the email thread that was exchanged below.
  "On Jan 12, 2023, at 1:35 PM, Accounts Receivable wrote:
  
  Hello *********** ********
  
  Can you please confirm that you would like to cancel your account with Safe
  Have Security at the below address.:
  
  *** ******* ***
  ********* ** *****
  **********
  ******** **********
  **** ***** ******** ******** ***
  *** **** **** ******
  ***** ****** ***** ** *****
  
  From: *********** ******
  Sent: Thursday, January 12, 2023 1:49 PM
  To: Accounts Receivable
  Subject: Re: Account Cancellation
  
  Please cancel the account as house was sold 07/2021
  
  
  Safe Haven
  had provided the consumer with services up until 1/12/2023. The consumer did not
  confirm with Safe Haven of a cancellation request until that date. Safe Haven
  attempted to contact the consumer prior to the 1/12/2023 regarding the services
  and did not receive any follow up. The communication. customer was provided
  with monitoring services that were billed throughout the time frame of the
  monitoring. Safe Haven  reached out to
  the consumer on 1/18/2023 after the email request above in detail below,
  “On
  Jan 18, 2023, at 11:29 AM, Accounts Receivable wrote:
  
  Hi ************
  
  We have received your cancellation request and are cancelling effective 1/12/23
  the date of your email. For the months of Nov and Dec 2022, we have sent a
  final invoice on a separate email to you and you may pay that invoice directly
  using the link attached on that email or you may call us to make that final
  payment. Please let us know if you have any questions.
  
  
  Sincerely,
  ******** **********
  **** ***** ******** ******** ***
  *** **** **** ******
  ***** ****** ***** ** *****
  ****** ********** ***** ***** ******** ******** ********* ****
  ******** ******** ***** ******** ******** ***** ***** ***** *** ****
  
  From: *********** ******
  Why
  are you sending me final receipts when you were informed that I no longer own
  the property. On 08/09/2022 I called ADT and informed them the house was no
  longer mine 07/2021.
  Please
  stop these unnecessary harassment because ADT was informed about the change in
  housing.
  I
  will report to BBB if you continue these harassment. Thank you for your
  cooperation.
  
  *******

  The
  balance on the account is valid. Safe Haven was not contacted by the consumer directly about cancellation as they conveyed they contacted ADT directly. At this time, Safe Haven has not communicated
  any further with the consumer. Thank you for your consideration.

  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:  

  ADT *** sold me the monitoring equipment for the full price and this was paid in full. Unfortunately, ADT *** who sold the equipment was no longer available to take back the equipment.

  At different instances in 2021, false alarm was initiated by the system and there was no point of contact between the seller of the equipment and myself because the seller was no longer available. There was no monthly plan for payment since the equipment was purchased outrightly. It was already paid in full at the start of service, hence there was nobody to speak to fix the false alarm that goes off with the new owners. ADT 800 number called twice and in that period they were told to stop the alarm monitoring because I no longer lived in the area. They did not know ADT *** who sold the system to me. There was no contract with ADT. I

  ADT *** appeared to be an independent contractor.

   

  I have reached out to my realtor to connect me with the new owner who assumed the property on 07/2021. I am also reaching out to Yorktown Police Department and Fire station who kept getting the false alarm in 2021. I have also asked for my statements in 2019 to show that ADT system was purchased in full without any outstanding balance at the beginning of service.  If ADT was truly monitoring the system, they would have known that 3 different parties were involved in trying to locate ADT *** to turn off the false alarm system and it was disturbing the whole neighborhood in 2021.

  Regards,
  
  
  
  *********** ******

  

  Business Response

  Date: 02/03/2023

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection complaint made by *********** ******. Safe Haven does not permit equipment to be returned outside of the rescission period. The consumer entered into a 36-month agreement that included equipment apart of the alarm monitoring services. The consumer did not pay all 36 months upfront, nor for any equipment.

  Safe Haven cannot speak for "ADT ***" or any references made in the rejection as they have relevance to the initial complaint that was submitted.  Safe Haven has provided the invoice billed on the account in addition to the contract that reflects a 36-month fulfillment being required. In the event a consumer fails to fulfill the contract terms( 36-months), the remaining portion of the contract is due.( See page 5, term 2 EARLY TERMINATION OF THE CONTRACT), .The unfulfilled balance on the account is valid and the consumer is subject to fulfilling it.

  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 account was paid in full before the onset of service. ADT does not accept partial payment. I did not even allow them to do credit check on me so I paid account in full.

  It appears the Safe Haven in Kansas is another independent contractor that bought the names of former customer ADT ***** customer and they are trying to collect payments from me. They apparently were not aware that the account was paid in full already. I currently have ADT now in Austin you do not give a customer your equipment for partial payment. It is either full payment or monthly payment after credit check. 

  
  Regards,
  
  
  
  *********** ******

• 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 wife and I are new customers with ADT and are writing to file a formal complaint.
  We reached out to ADT to get an idea of the options that we would be given as we purchased a D.R. ****** home that came with $500 dollars of equipment in addition to the items that were already installed in the home upon purchase. In setting up the appointment, they would not give us an estimate of the total cost other than a monthly monitoring cost of 39.99. Once the technicians were in our home (one in training) they went to work to install the main control panel. Once installed they went through the different options. I informed them that I wanted the best option with the $500 dollars we were allotted with the purchase. The technician then adjusted the quote to approx. $2000 dollars over the $500 dollar allotment. I again told him that I did not want to spend more than the $500. He said he would not do anything less than the $2000 dollar quote. He then told me that it could be broken up into 3 payments. I told him that I did not want to do that as I didn’t want to put my family in a financial situation. He continued to say he wouldn’t go any lower than that. I felt like I had no choice but to sign the document as they would not come up with a solution that met my family’s needs.  It was also not disclosed until after the document was signed (with much hesitation and a feeling that I had no other choice but to sign) that it was a 3 year commitment. I would have never signed up for the technician to come to our home if I knew the cost that would be incurred with the service and the commitment that we would be under. I do not appreciate the technician not being customer centric and ensuring that our family’s needs are being met.
  
  We would like the ability to work with ADT on a reasonable solution to the issues identified in this document.
   
  I filed a complaint with ADT directly with no response. I have posted reviews with no response as well.

  

  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 Bureau,
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”’)’s formal
  response to the complaint made Mr. ********. 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 gratitude towards the
  consumer for allowing our Builder Division for providing them with a resolution.
  Thank you for accepting a refund, keeping the additional equipment installed,
  and continuing with the monitoring services. We appreciate your time and thank
  you for your consideration.

• Initial Complaint

  Date:01/17/2023

  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.

  I cancelled my adt service and now months later I’m getting contacted by a lawyer saying they are suing me. What??? I cancelled my subscription. I do not understand what’s going on

  

  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 Bureau,
  
  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by the consumer. 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 monthly billing.
   Safe Haven attempted to notify the
  consumer from January 2021- May 2021 of the account billing delinquency before forwarding
  the balance of the contract to an outside agency. 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 status and collections on the
  account is valid. Safe Haven consumer to contact the collections agency to settle
  the balance as it is no longer 

• 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.