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:01/11/2023

  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,
  
  
  **** ********

• Initial Complaint

  Date:01/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2022 we purchased a home security system from ADT. ADT contracts with a third party company, Safe Haven. we have a smoke alarm that is defective. After 2 false alarms by this piece of equipment, we requested a new detector. The detector is showing a yellow and red code. It requires replacement. Safe Haven states that our contract requires a technician for installment after 90 days. I requested the item be sent to me. I can install it. This is a 3 second job to put it on the ceiling. I can program it myself. Safe Haven wants to charge me 60.00 for a service fee to have their technician to install. The equipment is still under warrantee. They refused to wave the fee , or send me the detector. They refuse to let me talk to a manager. Safe Haven refuses to stand behind their warranty. This is all about collecting 60.00 for a service call I don't need.

  

  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 ***** ********. Security sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the consumer’s
  experience with us. Safe Haven would like to extend our apologies for all
  frustrations the consumer has endured throughout this matter. Safe Haven has
  actively attempted to work with the consumer to address his concerns and
  provide him with a satisfactory resolution, however the consumer does want to
  comply with the terms within the service warranty.
  Within
  the contract, “IMPORTANT TERMS & CONDITIONS” can be found on pages 5-9. Page
  7 under term 10, “EXTENDED LIMITED WARRANTY/ QUALITY SERIVCE PLAN (QSP) specifically
  outlines the extended warranty for consumers. This term states the following,
  “10.
  EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP). If I purchase Dealer's
  Extended Limited Warranty, which is called the Quality Service Plan or QSP,
  Dealer will repair or, at its option, replace any part of the equipment
  supplied by Dealer that requires repair or replacement due to malfunction,
  excluding wiring and batteries. During the Extended Limited Warranty period, I
  will be charged a non- refundable on-site assessment charge in the amount of $59
  for each service call booking for a Dealer technician to visit my premises for
  QSP service. On-site assessment charges may vary depending on the geographic
  location of the premises. Dealer has the right to change the QSP on-site
  assessment charge at any time by posting updated and current on-site assessment
  rates to *********. It is your responsibility to check this link periodically
  for changes. Dealer will use new or refurbished parts for replacements. If I
  require services excluded from the QSP (see Paragraph 12 below for exclusions),
  then Dealer will provide the services at its current labor rate for each
  service call. The QSP and the billing for it will commence on the date the
  alarm system is installed, operational and communicating with Dealer's CMC and
  will continue for the term of this Contract. The QSP will automatically renew
  for successive thirty (30) day terms at Dealer's then-current QSP rate unless
  terminated by either party's written notice at least thirty (30) days before
  the end of the then-current term. If I purchase the QSP after the initial
  system installation, the alarm system must be in good working condition at the
  time I purchase the QSP. To purchase the QSP, call **************
  Due
  to liabilities and signal communications with ADT’s monitoring station, Safe
  Haven is unable to send equipment to the consumer to reprogram into the system.
  In order to replace a device or service a system, a licensed Safe Haven technician
  must perform servicing. Safe Haven encourages the consumer to contact us
  directly once he is ready to schedule a service appointment with the associated
  fess. Thank you for your review.

  Customer Answer

  Date: 01/13/2023

  [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: Save haven is using their contract to initiate a service visit for a replacement part that does not need a technician to install. Like I said before, it's all about money, and a 60.00 charge for unecessary service.. this problem is easy to solve, send us the part. 

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

  

  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 rejection made by the consumer. Safe Haven has provided factual
  information and supporting documents disproving *** ******* rejection. Due to liabilities
  and the terms agreed upon as a consumer, Safe Haven cannot ship pieces of
  equipment to a consumer to be installed that require a signal to be sent to ADT
  monitoring offices. As an Authorized Dealer, we are responsible for installing
  the service devices that require an active signal to be registered into the system
  for ADT. A consumer cannot conduct installation on a device not deemed “Self-install”.
  At this time, *** ***** will need to comply with the terms agreed upon for servicing.
  Once *** ***** is ready to schedule a service appointment with the associated
  fees, he may contact Safe Haven at his earliest convenience. Thank you for your
  review.
  
  

  Customer Answer

  Date: 01/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

  I have been in touch with ADT representatives. ADT stated that they send out equipment for their customers to install all the time. If you need assistance just call. The operator from ADT had to put in the job order to safe Haven because we could not get through. All that is needed is for me to put up the detector,  go into  setup on the monitor and push install upstairs monitor. Done. Still no need for a technician. 

     Regards,

  
  

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

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A few days after buying a new home, a Safe Haven rep (claiming to work for ADT) came to show us their offers as the house was previously serviced by ADT. The rep asked what type of service I was looking for. I told him I am really into home automation and smart homes. He presented the $45.99 plan which would have the smart features and the sensors. The other plan would be to add the video doorbell and cameras which would total $65.99. I ended up going with the $65.99 plan. On 11/5/22, the tech came to do the install. It wasn't until after having installed the panel that the technician sent the contract. That's when I noticed Safe Haven at the top of the contract, not ADT. I called the rep and asked why it stated Safe Haven and questioned his employment with ADT. He responded that he works for ADT and it was ADT service, however, the contract is sold through Safe Haven. Upon use of the security cameras, I was displeased with the video quality so I informed the rep that we wanted to remove the cameras and just keep the sensors. The rep replied and said it would be done but the tech never came. After several weeks of trying to work with the rep to have someone come, as he failed to return messages, I reached out to their support line and they sent someone out to remove the cameras and doorbell. The issues started here. Our doorbell no longer works (stopped working after install). Another a week later, I lost the ability to use the ADT app to control the system. I called support and was told it was a technical issue and that tech support would reach out to resolve it as we should have access via the app. As I was asking about the doorbell, the line was cut. I called back and I was told that the last rep was mistaken and that we would not have access to the app. We were misinformed by the rep who sold us the service and the customer service rep. Had we been informed that the app/remote app would be removed, I would have requested that the service be outright canceled.

  

  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 ***** ********. Security sets a high standard for ourselves and are truly sorry to hear that this standard was not met in the consumer’s experience with us. Safe Haven would like to extend our apologies for all frustrations the consumer has endured throughout this matter. Safe Haven is actively working with the consumer to address his concerns and provide him with a satisfactory resolution. A technician manager will be following up with the consumer today. We thank the consumer for his continued patience and understanding while we work through this matter. Thank you for your review.
  

• Initial Complaint

  Date:01/06/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Safe Haven Security has Failed To Provide/Satisfy the Security Service that both parties (i.e. Safe Haven Security and I, ****** *******) agreed to Contractually. This failure constitutes an UNDENIABLE BREACH OF CONTRACT on Safe Haven Security’s behalf as this company/organization has not provided the security property protection agreed upon. Unfortunately, I'm literally paying for service that I am not receiving per the Safe Haven Security Contract. Given the detail below, I doubt that Safe Haven Security is capable of offering the Home Security agreed upon. On yesterday December 6, 2022 I called Safe Haven Security Customer Service to cancel my account; I was told that would have to pay a 75 Percent Charge which is rationale for Contract Cancellation. My confidence in Safe Haven Security is shattered and cannot be restored. At this juncture, I'm requesting a Total Refund of all monies paid and forgiveness of my contract; otherwise you should probably take me to court.
  
  * Within 2 months (4) Safe Haven Technicians have visited my home to repair/modify the system which has been uneventful. I spoken with and have emailed Safe Haven & ADT Sales/Customer Service Staff who's only suggestion is to send technicians until one of the individuals is successful. Also, two additional techs and a Regional Midwest Mgr (i.e. ADT/Safe Haven Security) wanted to schedule additional visits; all prior visits have proven Unremarkable. At this juncture I'm open to Contract Cancellation and Total Refund of this Uneventful Barrage of Incompetence. As of December 31, 2022 I disconnected the Security Equipment and I've notified **** ****** (Safe Haven Regional Mgt) that there's no acceptable viable option unless it's Service Cancellation Approval & Total Refund Charges of $422.92 and a Pre-Paid Container to return all equipment necessary.

  

  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 *** *******. Security sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the consumer’s
  experience with us. Safe Haven would like to extend our apologies for all
  frustrations the consumer has endured throughout this matter. After reviewing
  the account, the consumer entered a thirty-six (36) month agreement with Safe
  Haven Security for ADT monitoring services on November 3rd, 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 his contract. 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 utilizes electronic signature using DocuSign to complete the agreement
  with the consumer. Safe Haven will also collect handwritten signatures from the
  consumer based on the events of the installation. When a consumer signs the
  contract, they are presented an electronic contract on a mobile device with the
  installation technician. Within the copy of the contract, time stamp and date
  analytics reflect when the contract was received, reviewed, and signed. Safe
  Haven provides a three-day right of rescission period for all consumers outlined
  within the Notice of Cancellation document. The document provides detailed
  instruction for a consumer to exercise their right to cancel penalty free if
  chosen.
  *** ******* provided both, physical and electronic signatures for Safe Haven to capture
  at the installation. Safe Haven performed the installation of the equipment and
  a return trip was scheduled 11/17/2022 to sync the video devices previously
  installed into the consumer’s Wi-Fi. *** ******* did not have the required internet
  for proper equipment function. *** ******* completed a statement form authorizing
  the installation of the cameras prior to full functionality willingly. During
  the return visit, *** ******* did not have Wi-fi services established and an
  additional return trip was scheduled. Safe Haven returned to the consumer’s residence
  on 11/30/2022 and completed the activation of the camera device functions.
  *** ******* alerted the technician he was receiving false alarms and returned to
  the residence on 12/6/2022. The technician advised the consumer that the disarm
  code and distress code were properly functioning and that that the alarms were
  being triggered due to the location of the motion sensor device *** ******* declined
  the technician’s professional advisement to relocate the motion device and all
  other advisements the technician offered. The technician suggested additional
  devices to give more peace of mind if *** ******* was unwilling to relocate the
  motion, but *** ******* decline all attempts for resolution and the technician
  left the residence. *** *******’ s allegations of faulty equipment and Safe
  Haven’s lack of ability to resolve such allegations are merely based on opinion
  and not fact.
  Furthermore,
  *** ******* voided out the service warranty governed within the contract terms
  when he chose to unplug the system without any professional advisement or
  instruction of the installation provider’s (Safe Haven Security, LLC) instructions.
  At this time, should any malfunction occur/ additional allegations be formed, Safe
  Haven would not be responsible as the consumer interfered and Safe Haven would
  not be able to decipher where system errors were caused due to a malfunction the
  equipment or tampering by the consumer. 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.”
  (All references to page 5
  “IMPORTANT TERMS AND CONDITIONS”)
              The
  “IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL
  TERMS(S); CONSUMER REPORT” and “EARLY TERMINATION OF THIS CONTRACT” within the
  first two paragraphs of the page. Safe Haven previously addressed the terms of
  the Notice of Cancellation document that give specific detail of dates outlined
  that were permissible for cancellation for the eligibility of the terms
  included on the document. At this time, Safe Haven is unable to release the customer from the contract
  penalty free. Should the
  customer wish to move forward with their cancellation request they will be
  subject to 75% of the remaining balance of the contract. Thank you for your
  review.

  Customer Answer

  Date: 01/15/2023

  [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: January 14, 2023
  
  Better Business Bureau of Greater Kansas City,
  This communication is a rebuttal to Safe Haven Security, LLC response to my complaint.
  Safe Haven Security, LLC doesn’t subscribe to business acumen and ethics; please see their website for customer complaints as a result of great dissatisfaction. It seems that Safe Haven has a history of failing their customers and attempting to strong arm with the contract even when they render Service that is Sub Par At Best.
  I had new WiFi installed; my provider had to return to resolve my concerns prior to police alerts/dispatching on 11/5/22 & 12/5/22 respectively.  In fact, the security equipment couldn’t dispatch police If the Wi-Fi was inoperable at the time.
  On 11/5/22 I contacted ADT Security whereby the Customer Service Representative stated that the Duress Code and the Disarming Code were reversed.  This was the rationale for the first Police Dispatch. The Codes Were ONLY Effective After I contacted ADT To Change/Switch The Duress and Disarming Codes Effective,  Safe Haven Security Must Accept Ownership for their technicians incompetence. 
  On 12/5/22 Per the Safe Haven Technician who returned to determine the cause for the Second Duress Police alert on 12/5/22 “Light Affected The Sensor which is just above my Living Room” was Placed to Low and Should Have Been Placed 4 Inches from the Ceiling” and it’s approximately 11 inches from the ceiling and aligned closely to my Living Room Window.  Please see the attached photo.
  Initially the technician Suggested that the Sensor be Moved from above my window and be Placed in my Basement.  I have a 1 Floor Ranch Style Condo with a Basement. I couldn’t understand why the sensor would be placed in my basement which is pretty secure.  This same Techinician also suggested that he could add 3 additional Window Sensors on the Glass Panes of other Windows. Given that the First Sensor was Ineffective and was Misplaced by the Inititial Safe Haven Technician, Why On Earth Would Any Customer Pay Additional Fees for Additonal Equipment When the Initial Equipment is INEFFECTIVE?  I don’t believe that the Safe Haven Security Professionals would continue to sink financial resources into Faulty Equipment. 
  Safe Haven Security, Exactly How Many Times Must Your Technicians Visit My Home/Or Any Customer Before The Equipment That Was Supposed to Be Operable is Operable?  THE FACT THAT SAFE HAVEN SECURITY EMPLOYEE HAVE TO CONSISTENR RETURN IS PROOF POSITIVE OF INCOMPETENCE.
  If the Safe Haven Security System Consistently Fails, What Is The Purpose of it Remaining Powered Up?  Simply Put, Safe Haven Security Staff, Would Any Of You Continue to Utilize/Pay for Additional Power For Any Equipment That Does Not Work?
  Safe Haven Security, Basically Put, Your and Any/All Contracts Are Agreements to Pay For Service Provided.  It’s Apparent That Safe Haven Couldn’t Do This Seemlessly For Me.  HOW MANY TIMES SHOULD YOUR TECHNICIANS VISIT TO NO AVAIL?  THERE HAVE BEEN 3-4 TECHNICIANS VISITS & YOU ALL BLAME IS THE DISSATISFIED CUSTOMER WHO HAS BEEN FAILED COMPLETELY AND REFUSES FURTHER FAILURE AND PATRONAGE?
  SAFE HAVEN SECURITY TAKER OWNERSHIP FOR ONCE…..
  
  Terribly Disappointed
  *** *******

  

  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 rejection made by *** *******. Safe Haven has provided supporting
  information acknowledging and disproving *** *******’s allegations. *** *******
  declined Safe Haven’s attempts at offering aid in resolution to his system concerns.
  In the event Safe Haven’s attempts at resolution are declined and a consumer wants
  to terminate the services, the consumer is still subject to an early
  termination fee. Safe Haven has already conveyed to *** ******* the status of
  the account should he fail to fulfill the balance on the account. *** ******* has
  requested no further communication from Safe Haven and he has been added to our
  “DNC “list. At this time, there is no further action that needs to be taken by
  Safe Haven.

  Customer Answer

  Date: 01/20/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  
  Complaint: ********
  
  I am rejecting this response given that Safe Haven Security Technicians have visited my home 3-4 times to No Avail.  Safe Haven Security Technicians are supposed to be trained security installation/diagnosis experts; 3-4 attempts/home visits have proven the incompetence at best of the failure to resolve the equipment/system and placement concerns.  How many times would would-be professionals consistently be unable to diagnose and resolve the equipment failures with the initial equipment installed and/or expect additional charges for additional equipment when the initial equipment should be effective.  What customer would continue to allow Safe Haven Security Staff to continue home visits with no Resolution to date. Also, what customer would consistently alter his/her busy schedule to allow a Safe Haven Security Home Visit when to date with no Conclusive end in sight?  The Safe Haven Security Website displays many customer failures; I'm one of many.  Honoring any Contract is incumbent upon both the the company/organization and the individual; Safe Haven Security has defaulted and have made attempts to dishonor my character as a customer/individual.  The Safe Haven Security Organization must take responsibility for their Total Failure of both Customer Service At It's Worst and Dual Equipment.       
  
  Regards,
  
  
  ****** *******

• Initial Complaint

  Date:01/04/2023

  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.

  Our family obtained ADT security system through Safe Haven Security in October of 2021. We discovered ADT security was monitoring the wrong home for over one year. We notified Safe haven who reached out to ADT and dispute the matter, confirming the wrong address was being monitored. The resolution was to Safe Haven is to reimburse our family and ADT to cancel account. Safe Haven have not refunded my family the $750 owed. ADT did cancel the account, suspending the automatic withdrawal of monthly payment and waived cancellation fee of $1033.15. However, ADT continues to send monthly monitoring report to date, despite closed account.

  

  Business Response

  Date: 01/11/2023

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by ******* ******** ******, in association with the
  account listed for ****** **** ******. Safe Haven Security sets a high standard
  for ourselves and are truly sorry to hear that this standard was not met in the
  consumer’s experience with us. Safe Haven would like to extend our apologies
  for all frustrations the consumer has endured throughout this matter. We appreciate
  the consumer’s patience with us as we work towards providing a resolution to their
  concerns. After reviewing the account, Safe Haven’s builder division management
  will be reaching out to the consumer to confirm a refund of $750 being issued
  back along with the steps Safe Haven will be taking to communicate with ADT.
  Unfortunately,
  Safe Haven does not have authorization over ADT Monitoring. We are unable to stop
  these reports from being created, but we will be contacting ADT to advise of the
  consumer’s request. Safe Haven encourages the consumer to contact ADT directly in
  order to help expedite this process on their end. Safe Haven wants to thank the
  consumer again for their time and understanding while we complete this resolution
  for them. Thank you for your consideration.

  Customer Answer

  Date: 01/11/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******** ******** ******

• Initial Complaint

  Date:01/03/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were recommended Safe Haven and ADT for our new home . On October 7th ****** came out to the house for the initial consultation. While he was here so was an ATT technician installing internet. While here they realized we couldn't get better than 2 mbps. We made clear our wants, but was told it wasn't possible. My parents and myself were able fulfill our financial obligation. However, everything was suppose to wait for the internet since we didn't meet the minimum requirement. We switched to T-Mobile gateway. Still, we are not pulling the speed needed. ****** was spoken to frequently and still proceeded to swear the product which required stable internet would work. Three weeks of appointments, products not being installed, failing products, and disagreements. ****** told us there was nothing that could be done. We were charged though, and for stuff that was NEVER installed. Afterwards we went back to Safe Haven who wanted to give a discount. I called the manger and requested cancelation due to reasons above, repeating my self multiple times only to be berated and talked down to in a disrespectful manner. Originally I just wanted cancelation, but based how they treated a disabled vet that has since changed. The contract is a whole other issue. The contract is designed unethically, and biased against the consumer as ADT bears no responsibility to complete install and unless the consumer cancels within three calendar days. However this was done since we called the technician numerous of times during the first three days. The fact that this contract, as current, does not require the equipment to be installed or the services working implies that ADT can just charge you without ever having the intention of fulfilling their side of the contract. This, in my opinion, is the very definition of a bad faith contract. In summary, save yourself the hassle, heartache, and money. Go somewhere else as ADT is against you as a consumer.

  

  Business Response

  Date: 01/02/2023

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

  

  Business Response

  Date: 01/09/2023

  Dear Better Business Bureau,

   

  Please accept this as
  Safe Haven Security Services, LLC (“Safe Haven”) formal response to the
  complaint made by ******* *******. Safe Haven Security sets a high standard for
  ourselves and are truly sorry to hear that this standard was not met in the consumer’s
  experience with us. Safe Haven would like to extend our apologies for all
  frustrations the consumer has endured throughout this matter. After further
  investigation of the allegations made by the consumer, Safe Haven did not find
  any evidence that supported the allegations made within the complaint.
  Mr. ******* entered a
  thirty-six (36) month agreement with Safe Haven Security for ADT monitoring
  services on October 7th, 2022. Safe Haven did not find any unethical
  or disrespectful behavior occurred towards Mr. ******* during his contact attempts.
  Safe Haven allows all of our consumers to review the terms of the agreement
  within the permitted rescission period. It is the consumer’s responsibility and
  discretion to review any legal documentation provided to them that requires
  their authorization and signature agreeing to terms and conditions included,
  specifically, for the installation of the services provided by Safe Haven Security.
  Mr. ******* requested to
  purchase additional equipment that was on back order willingly at the
  installation. Mr. ******* was advised the internet services within his home did
  not suffice.As a consumer, it is the account holder's responsibility to provide sufficient internet capabilities in order for the devices to function. Safe Haven is not responsible or liable for the lack of internet services required for the account holder to obtain. The installation technician  permitted the consumer to have some of the
  financed equipment swapped out with more compatible devices to his home’s
  capability. Mr. ******* later contacted Safe Haven outside of the rate of rescission
  period to terminate his services. On a recorded conversation, Mr. *******
  advised his request had nothing to do with Safe Haven’s behavior or alleged unethical
  practices. Mr. ******* voiced his frustration about the capabilities of his home and not what Safe HAven's representative " ******" did. The consumer advised that many of the capabilities of his home were reference prior to Safe Haven's involvement and no longer wanted to add to the looming issues he currently had that didn't include the home security system.

  Safe Haven advised
  Mr. ******* he was not eligible to cancel penalty free, but offered to provide
  him with a credit towards the financed equipment balance he had with Synchrony. The equipment swaps that were performed at the consumer's installation were not of equal value and advised Mr. ******* he was owed a credit. Mr.
  ******* decided to pay the early termination fees on November 1st, but submitted a
  complaint following his payment. After Safe Haven collected
  the early termination fee, a credit refund was issued to Safe Haven’s accounting
  team to communicate with synchrony for the balance to be adjusted by a total amount of $347.

  Mr. ******* called Safe Haven later that day in an escalated manner after Safe Haven advised him he would not be eligible for a penalty free release. Safe Haven did not receive any additional
  forms of communication from the consumer outside of the following complaint
  that was issued. At this time, the consumer is not owed any additional refunds, nor was he eligible for a penalty free release.
  This account has been cancelled and all cancellation fees have been fulfilled. No
  further actions need to be taken by the consumer, nor Safe Haven.  Thank you for your consideration.

• Initial Complaint

  Date:12/27/2022

  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.

  Date of Transaction: 10-26-2022
  Order ID: ********** NOTICE OF CANCELLATION
  I cancel this service on this date, all the equipment was removed next date, I Calle and files paper to cancel service, and it is not cancel and I was charged again. Time I spend on the phone was over 2-3 hours to solve. But Im still charged... I did cancel auto pay with ADT, and they continue to charge, outrageous!!!!!!!
  Here is wat they send me : *** ************ ******* ******* **** **** *** *** **** ** **** ** *** ****************************
  The removal of your security devices has been completed. However, your account still appears to be active with ADT. Even if you have already spoken with them at 1-800-238-2455, you will need to call again because they have not properly notated the account. Without the proper notation on the account, you will continue to be billed by ADT. Please inform them that the removal is complete, and they need to add the 'pending voluntary cancel' note to your account.
  
  Thank you,
  
  ******* ******* **** ******* ** ***** ******* ************ ******** *** * **** ***** * ****** ***** ** ***** 

  

  Business Response

  Date: 12/22/2022

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

  

  Business Response

  Date: 01/03/2023

  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
  customer’s experience. Safe Haven strives for customer satisfaction and would
  like to extend our apologies for any and all frustrations the customer has
  endured throughout this matter. After reviewing the complaint, Safe Haven regrets
  to inform the consumer we do not have authorization over ADT billing,
  monitoring services, or their monitoring service cancellation processes. Safe
  Haven encourages the consumer to issue this complaint directly to ADT regarding
  the fees ADT has assessed.
   Safe Haven is unable to adjust any of ADT’s
  billing records or charges. Safe Haven provided the consumer with direct contact
  information to contact ADT directly to form her complaint with ADT Billing on
  11/16/2022. At this time the account has been cancelled and no further billing
  charges have been issued. A member of our Builder Escalation team will be
  reaching out to ADT to make an exception request on the consumer’s behalf to
  issue a refund, but the consumer will still need to confirm with ADT her
  request. Safe Haven’s Builder Escalation team will also attempt to contact the consumer
  as well to reiterate the information within this response. Thank you for your
  time.