Business Profile

Security System Monitors

Safe Haven Security Services, LLC

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
This business profile reflects national complaint activity

Complaints

Customer Complaints Summary

499 total complaints in the last 3 years.
108 complaints closed in the last 12 months.

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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:12/20/2022
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.
ADT and Safe Haven totally took advantage of not being honest about monthly payments. They are lying to customers about a monthly bill which is incredibly dangerous for people.
Business Response
Date: 12/28/2022
Dear Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by ******* ******** in regards to the account listed under ******* ******. We have investigated the customer’s complaint, and we have found no evidence of any improper conduct by the sales representative or installation technician when collecting the necessary documents to obtain the monitoring services.
****** ****** is the primary account holder, and she listed ****** ******** as her spouse/secondary account holder. At the installation, *** ******** signed a Home Customization Form (attached) that shows the total amount of additional equipment purchased and the monthly financing payment. We have also confirmed with Synchrony that *** ******** set up the Synchrony account in his name to finance the additional equipment. *** ****** does not have a Synchrony account and is not receiving bills.
Further, Synchrony has provided us with screenshot from their records (attached) showing the email address (****************************) and IP address used by *** ******** to set up the Synchrony account. That email address matches the email for *** ******** that we have on file for the secondary account holder.
Finally, the account creation process with Synchrony makes it virtually impossible for one of Safe Haven’s technicians to fraudulently create an account on a customer’s behalf. When a customer chooses to finance with Synchrony, Synchrony requires the customer to complete an electronic application using information available only to the customer—and not available at any time to the technician (e.g., SSN, DOB).
Safe Haven has advised the consumer that our records show *** ******** properly agreed to the financing and created the Synchrony account. Safe Haven has not lied about monthly payment or taken advantage of the consumer at any point during the sale or installation of the services. Safe HAven has advised **** ******** if she or *** ******** still deny that they set up the account, they should contact Synchrony to go through Synchrony’s fraud or other resolution process. Thank you for your time.
Customer Answer
Date: 12/29/2022
[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: as you can see attached this is what was confirmed with ADT. When the "installer" came they added more and were not clear that it was going to charge more. As costumers, we were told that installers were coming to our house, not another sales person who could upsell. It was sleazy sales practices to scam us to add more product. Yes, ****** my husband created the bank account because it was the only way to see the bill. Look at your reviews on this site, Safe Haven has done this to hundreds of other people. Make it stop.

****** ********
Business Response
Date: 12/29/2022
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
provided a “Home Customization” sheet *** ******** accepted and signed with a
handwritten signature. This document provided in detail what equipment was
being purchased, the pricing of the additional equipment, the value of the
equipment included, and a break down of the monthly payment for the additional
equipment purchase over the span of the 36-month agreement. Safe Haven has
reattached the home customization sheet mentioned above to further disprove
allegations that *** ******** was not “clear” of the charges.
When
*** ******** provided his handwritten signature on the Home Customization
sheet, he authorized he understood the
terms and pricing prior to him setting up the Synchrony financing, or accepting
the financing platform terms and conditions electronically. The electronic
acceptance *** ******** signed disclosed the same pricing listed on the home customization
sheet and did so prior to accepting the full terms with Synchrony. **** **********
initial complaint stated that both ADT and Safe Haven took advantage of her, were
not honest about monthly payments, and implied we were dangerous. **** **********
rejection alleged Safe Haven added additional equipment without their knowledge
and were not clear it would cost more. **** ******** has inadvertently disproved
all claims of not being aware of additional cost by confirming *** ******** did
in fact establish the Synchrony account at his own will.
**** ******** has continued to make false allegations
against Safe Haven and its representatives without any substantial evidence supporting
her claims. **** ******** (******* ******), was provided written and electronic
security encrypted documentation copies of the information accepted by Mr.
Sullivan initially to disprove the allegations being made. Safe Haven would
like the consumer’s libel statements to be retracted as all statements made
within the complaint have yet to be proven with anything factual.
Customer Answer
Date: 12/29/2022
[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 have contacted local news agencies to make sure people are aware of Safe Haven's practices so people are aware who is in their homes, and and how horrendous it's been to work with.
Initial Complaint
Date:12/19/2022
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.
I had an ADT system installed by safe haven a coupl3 of weeks after I moved into my new house. The technician came out and installed the system. Every since it's been installed something has gone wrong.they have been out to my house on numerous occasions and the front door bell still doesn't work. Now I'm told I past the 90 days and they want me to pay $59 for something that by there own records they have been out fix on numerous occasions. They also want to charge me over $1,000 to cancel. The door bell camera doesn't work anymore. I don't think I should have to pay for something that never full worked.
Business Response
Date: 12/28/2022

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. 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 complaint, Safe Haven did
not find any evidence supporting the allegations the customer has made.
On
March 16th, 2022, Safe Haven collected an electronic signature from the
consumer authorizing the installation of services to be performed on March 17th,2022.
Safe Haven provides a customary work order that outline the details of the sales
package agreed upon with the consumer and the sales representative, the upfront
cost, the equipment provided, and the distinguishment of the services being established
with an Authorized Dealer of ADT. Safe Haven provides consumers an electronic
contract at the installation that outlines the details of the specialized
package arranged with the sales representative, the upfront cost, the
distinction of the agreement being with an Authorized Dealer, the billing
method to be used for the services, and the length of terms for the services
installed by Safe Haven. Safe Haven allows all of our consumers to review the
terms of the contract prior, during, and after the installation. It is the consumer’s discretion to
review any legal documentation provided to them that requires their
authorization and signature agreeing to terms and conditions specifically, for
the installation of the services provided by Safe Haven Security.
Safe
Haven received a call from the consumer’s mother by a voice message on
5/6/2022. Safe Haven scheduled a service appointment for the doorbell camera to
be serviced on 5/7/2022. Safe Haven has not returned to the consumer’s
residence since, nor has there been any communication from the consumer about
service issues until 12/19/2022. Safe Haven received a call from the consumer
advised her camera reflected low battery and was no longer working. Safe Haven attempted
to schedule a service appointment and the customer declined due to the associated
trip fees outside of warranty. The consumer requested to terminate the services
and was provided a quote for the early termination fee. The customer declined
paying the early termination fee and threatened to take legal action against Safe
Haven.
All
references to contract terms specific to the consumer’s complaint can be found
on page 5 under the “IMPORTANT TERMS AND CONDITIONS” Page 5 outlines in detail
“ “EARLY TERMINATION OF THIS CONTRACT” AND “LIMITATION OF LIABILITY”. Page 6-7
thoroughly discloses all of the consumer’s responsibility to obtain sufficient
internet sources for the functionality of the equipment and warranty details under,
“INSTALLATION”, “LIMITED WARRANTY”, “WARRANTY EXCLUSIONS”, and “NO OTHER WARRANTIES”.
On page 7 under “WARRANTY EXCLUSIONS “specifically stated the following,
“Battery
replacement is excluded from all warranties.”
Safe
Haven has not found any supporting evidence to substantiate the allegations being
made. At this time, the contract terms stand and the consumer would be subject
to the servicing fees disclosed within the contract. Safe Haven encourages the
consumer to contact us directly to help aid her in scheduling a service
appointment with the associated service fees. Safe Haven can be reached
directly at ************* Monday- Friday 8 AM-6PM central time. Should the consumer
be unable to utilize a phone, they may contact our customer support team via
email at *******************************. Should the consumer choose to forego
scheduling and would like terminate the services, the early termination fees
would stand. Thank you for your time.
Customer Answer
Date: 01/04/2023
[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:

Regards,

****** * *****
Initial Complaint
Date:12/15/2022
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.
They are in breech of contract&will not cancel it. in Nov I got a call from Safe Haven about their security system through ADT. We had our own personal rep ****.He promised me window sensors,door sensors,a 7in touch screen monitor, a panic feature&glass breaking detection. He said that we were also getting a $1000.00 voucher that we could use on any additional items.He said the voucher would cover 4 cameras.He said that it was around a $3300 package value that we were getting for free&that we would just have to pay $63.99/month locked in price for life.Scheduled the installers to come on Monday the week of thanksgiving.I WFH& was very busy that day.I tried to get them to come back but they didn't want to.They did a walk through&showed us all the packages they had to offer. Their sales pitch was "ohh you don't want to protect your family"when we told them we didnt want to pay extra for anything. They advised us that everything that was promised on the initial phone call was extra.So I asked what could we get today that wouldn’t cost us anything. That was the door censors&the glass breaking detection.The voucher only covered 3 cameras. The installers did not check my internet signal before installing to make sure everything would run. The cameras don’t work&they knew they didn't when they left. they have never worked bc of my internet. They broke the eve on the backside of the house installing the back camera&didn’t tell us. They emailed me the contact after they left&said sign this&I never was advised of the 3 day cancellation clause. I never heard anything back. I tried to cancel the plan.they will not allow me too bc it was past the 3 day limit but the 3rd day was thanksgiving. They told me that if I want to cancel it. I would have to pay 75% of the contact&that is $1600. I am not paying $1600 for something that has never worked&I told them I will send the system back&the $1600 they want can cover fixing the house&we'll be even but they will not accept that either.
Business Response
Date: 12/28/2022
Dear
Better Business Bureau,
Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal
response to the complaint made by ***** *********** in affiliation with the
account listed under ****** ***********. 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. 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 complaint, Safe Haven is
disappointed that the consumer no longer wants to continue the business
relationship with Safe Haven Security to provide the ADT monitoring services. After
further investigation of the account, Safe Haven did not find any evidence that
there was improper conduct performed during the collection of necessary
documents required to be authorized, nor any misrepresentation of the terms
agreed upon prior to the installation.
On
November 21st, 2022, Safe Haven collected an electronic signature
from the consumer authorizing the installation of services, and the terms and
conditions of the service agreement. Safe Haven provides consumers an
electronic contract at the installation outlines the details of the specialized
package arranged with the sales representative, the upfront cost, the
distinction of the agreement being with an Authorized Dealer, the billing
method to be used for the services, and the length of terms for the services
installed by Safe Haven. Safe Haven allows all of our consumers to review the
terms of the contract prior, during, and after the installation. It is the consumer’s discretion to
review any legal documentation provided to them that requires their
authorization and signature agreeing to terms and conditions specifically, for
the installation of the services provided by Safe Haven Security.
When
the consumer signed the contract, they were presented with an electronic
contract on a mobile tablet. The terms were accepted by an electronic signature
through a four-digit code sent only known to the signer into the tablet. The
contract provides time stamp and date analytics of 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.
Prior
to the installation, Safe Haven conducted a verbal authorization recording
between the sales representative and the consumer agreeing to the terms. Within
this recording, the sales representative went over the monthly rate, the
equipment included, upfront cost, and the overall value of the equipment the consumer
was receiving. At 2 minutes and 10 seconds into the verbal recording, the customer
authorized the terms of her equipment, which included the following:
$63.99 monthly rate
All exterior door contacts to be covered
Their choice of a motion detector or glass break
$49 upfront and $80 on installation with a 1000 equipment voucher to be used towards customization of additional devices integrated into their system
The value of the equipment she was getting with the voucher equivalent to over $3,000
During
the recording, the sales representative did not advise the consumer she would
be given a specific amount of equipment with the voucher ,only a numerical
value of the voucher. He advised her she would be paying $49 dollars upfront
and then $80 at the installation. Terms regarding internet capabilities and the
rescission were all provided to the consumer within the contract authorized and
electronically signed for. All references to contract terms
specific to the consumer’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 6-7 thoroughly discloses all of the
consumer’s responsibility to obtain sufficient internet sources for the
functionality of the equipment and warranty details under, “INSTALLATION”, “LIMITED
WARRANTY”, “WARRANTY EXCLUSIONS”, and “NO OTHER WARRANTIES”.
Per the contract, Section 26 ENTIRE AGREEMENT
CONTRACT,
“This
Contract constitutes the entire agreement between the parties. I am not relying
on the Dealer’s advice or advertisements. Dealer is not bound by any
representation, promise, condition, inducement or warranty, express or implied,
that is not included in writing in this Contract. The terms and condition of
this Contract apply as written without alteration or qualification, unless a
change is approved in writing by the Dealer authorized representative. The
terms and conditions of this Contract shall control and govern even if there
are other document with inconsistent or additional terms and conditions. If a
court determines that any provision of this Contract is invalid or
unenforceable, that provision shall be deemed amended and enforced to the
maximum extent permitted by law. Each and every other provision of this
Contract shall continue to be valid and enforceable.”
After
review of the allegations, Safe Haven has not found any supporting evidence to substantiate
the allegations being made. The consumer was provided the same opportunity all
of our consumers are given to review the terms of the agreement before and
after entering into the agreement. Safe Haven has provided the verbal recording
prior to the installation, and the documents signed by the consumer that
reflect time stamp, date, and authentication being conducted by the email
address associated with the consumer’s email address. Should the consumer want
to move forward with their cancellation request, they would be subject to the
early termination fees. The consumer entered in the agreement willfully and
acknowledged they understood and agreed to the terms of the agreement. A rescission
period was outlined under the “Notice of Cancellation” and the consumer failed
to exercise that right within the allotted time frame. Safe Haven has not been
to the residence since the installation, nor has the system been deemed
inoperable. At this time, should the consumer want to move forward with their
cancellation request, they would be subject to the early termination fees. Safe
Haven encourages the consumer to contact us directly if they decide to schedule
a service appointment to provide resolution to any system errors they may be
experiencing. Safe Haven can be reached directly at ************* Monday-
Friday 8 AM-6PM central standard time. Should the consumer be unable to utilize
a phone, they may contact our customer support team via email at *******************************. Thank you for your time.
Customer Answer
Date: 01/07/2023
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]

Complaint: ********

I am rejecting this response because: Safe Haven you are missing the whole point of my issue... in the statement below, The installers did not do this. They came in, did a walk through and then went outside for like 15 mins and then returned to give us several different packages we could choose from. There was no mention of a contract at this point. All of the packages they were showing us had an extra cost then what we were told by the Safe haven sales rep. So I then asked " ok, Safe Haven said that the equipment would be at no cost to me. what do I get today that will not cost me extra?" He said "the door sensors, and the glass breaking detection." The main reason why we were getting the system was for the cameras. I used that $1000 voucher to get the cameras. The installers never mentioned in the beginning before installing anything that my internet was not strong enough/fast enough to run the cameras. They were able to calibrate the front camera but I have not been able to pull it up since then. When I look at it now it still shows the installers car in my driveway. The back camera was never calibrated because they couldn't get it to come up on the app. The installers left knowing that the back camera wasn't working. The installers damaged the siding on the house when they installed the back camera and did not tell us. After they left, I received a random text message that said Sign this please and that was it. So NO, They did not go over the contract nor did they advise me about the 3 day cancellation process. This statement in Safe Havens response never happened "When the consumer signed the contract, they were presented with an electronic contract on a mobile tablet.. The contract provides time stamp and date analytics of 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" on top of that the 3rd day was Thanksgiving how was I supposed to call before then and with a New born.....ADT themselves give 30 days no hassle cancelation and if Safe Haven is going to be their authorized seller and all payments going forward go to ADT directly then they need to follow the same guidelines. If I would have waited months to brings this to their attention, I could see Safe Haven side of it but it was a week later when I called. I already have the fastest internet I can get where I live so there is no way I can change that and dropping down a package without the cameras is useless for us and only reduces the monthly amount by $10... So I want Safe Haven to either come uninstall the equipment with no cancellation fee or I will send the equipment back to them myself with no cancellation fee. The cancellation fee is 75% of the contract and it is a 3 year contract that is almost $1600... absolutely not. When it has not worked properly since day one and there is damage to my house that will cost that much to fix it. I am not paying it.

On November 21st, 2022, Safe Haven collected an electronic signature
from the consumer authorizing the installation of services, and the terms and
conditions of the service agreement. Safe Haven provides consumers an
electronic contract at the installation outlines the details of the specialized
package arranged with the sales representative, the upfront cost, the
distinction of the agreement being with an Authorized Dealer, the billing
method to be used for the services, and the length of terms for the services
installed by Safe Haven. Safe Haven allows all of our consumers to review the
terms of the contract prior, during, and after the installation. It is the
consumer’s discretion to review any legal documentation provided to them that
requires their authorization and signature agreeing to terms and conditions
specifically, for the installation of the services provided by Safe Haven
Security.

When the consumer signed the contract, they were
presented with an electronic contract on a mobile tablet. The terms were
accepted by an electronic signature through a four-digit code sent only known
to the signer into the tablet. The contract provides time stamp and date
analytics of 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

Regards,

***** ***********
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 rejection. Safe Haven is unable to alter time stamp and date analytics
captured within the contract. If the consumer is claiming the contract is fraudulently
signed, she would need to form a fraud dispute directly with ADT corporate. In
Safe Haven’s initial response, we advised it is as the consumer’s discretion to
review the terms of the agreement that requires their signature. When the
consumer agreed to sign the document, she did so use the email address listed
as ******************. The documents are
provided to the consumer by the installation technic through a mobile device/ mobile
table at the discretion of the consumer to review. The rescission period is
included in the contract and is in the consumer’s possession from the time the signature
is accepted. It is the consumer’s responsibility to review the terms of the
agreement provided by Safe Haven for review, including the rescission period.
A
consumer would be unable to complete a contract at the time of the
installation, without first accepting the terms. Once accepted, a confirmation
is then sent for the consumer’s personal records. Safe Haven has provided the
verbal recording that was conducted prior to the installation, and the
documents signed by the consumer that reflect what was agreed upon at the installation.
The consumer underlined and copied the previous statements Safe Haven provided and
distinctly left out the lines that reference the consumer’s discretion and responsibility
of reading the documents they were agreeing to. All of the information the consumer
is disputing was provided within the contract and the consumer’s possession to
review after Safe Haven left the residence. Safe Haven is not liable for terms
the consumer may or may have not read.
At this time, should the consumer want to move
forward with their cancellation request, they would be subject to the early
termination fees. Safe Haven encourages the consumer to contact us directly if
they decide to schedule a service appointment to provide resolution to any
system errors they may be experiencing. Safe Haven can be reached directly
at ************, Monday- Friday 8 AM-6PM central standard time. Should the
consumer be unable to utilize a phone, they may contact our customer support
team via email at ******************************** Thank you for your time.
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: We are just going back and forth with nothing getting resolved. You can close this compliant case.

Regards,

***** ***********
Initial Complaint
Date:12/13/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
see Attached document
On November 1, 2022 ******** ******* had a rep come to her home and help her look over package options. She ended up choosing a plan with a $179.00 installation price.
On November 4th, 2022 an installer came out to install said package, but chose to install another package instead. This resulted in a bill of $926.18.
******** could find no company information, (no logo, phone number, address, website). Upon contacting ADT, they suggested it may be a sister company, and ******** found Safe Haven. After several days of unanswered calls or returned messages, on the 15th of November an associate named Stephanie answered the call and stated that since it had been more than 3 days since her installation, there is nothing they could do to help her. Stephanie stated that it didn't matter that ******** had no initial way to contact the company, they had a signed contract.
Business Response
Date: 12/27/2022
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 is
disappointed that the customer no longer wants to continue the business relationship
with the consumer.
Safe
Haven collected an electronic signature from the customer agreeing to the terms
and conditions to obtain the services for ADT monitoring through Safe Haven
Security. This document outlines the details of the service agreement, the
terms with Safe Haven, the upfront cost, the equipment installed, the billing
method to be used for the services, the rescission period, and the distinction
of the agreement being with an Authorized Dealer. The consumer entered into the
thirty-six (36) month agreement with Safe Haven for ADT monitoring services on November
4th, 2022. Safe Haven allows all of our consumers to review the
terms of the contract prior, during, and after the installation. The contract
provides time stamp and date analytics of when the contract was received,
reviewed, and signed.
It
is the consumer’s discretion to review any legal documentation provided to them
that requires their authorization and signature agreeing to terms and
conditions specifically, for the installation of the services provided by Safe
Haven Security. In addition to the contract, the consumer signed a credit card
authorization form for the additional purchase of equipment installed at the installation.
Safe Haven received a call from the consumer advising of her dissatisfaction
for what was installed and requested to have the equipment removed and a
refund. Safe Haven advised of the contract terms and the consumer advised she
was not made aware of the terms or that she was entering into a contact with
Safe Haven. Safe Haven advised the customer of the verbal authorization recorded
collected prior to the installation, the contract, and the credit card authorization
form that designated Safe Haven’s information.
On
November ,2022, the customer contacted Safe Haven and advised she no longer
wanted the equipment she had installed and that the tech didn’t install the
equipment she wanted. The customer
questioned the pricing she was charged and Safe Haven reviewed the contract,
the sales slip, and the credit card authorization forms signed at the
installation. Safe Haven advised the consumer the equipment she agreed for
reflected what was installed. The consumer advised she didn’t want it and
wanted a refund. Safe Haven advised she was not eligible for a refund and that
the equipment that was installed would remain in her possession. Safe Haven
advised the consumer a notification would be sent to the technician manger to
contact the consumer directly to discuss her concerns.
A
Safe Haven technician manager contacted the customer the same day and was
unable to leave a message due to a full mailbox. The technician manager advised
he reviewed the account and the technician had swapped a motion sensor to give the
consumer extra equipment at a discount. The consumer was not owed any addition
motions or additional equipment. The customer called Safe Haven back later that
day and stated she was waiting for a call and never got one. Safe Haven advised
the consumer that an attempt was made that day and that the manager would be
advised to give her a call back. An additional attempt was made but the
consumer didn’t answer. Safe Haven’s technician manager sent a text and notified
the support team of his efforts.
Since
the installation, the consumer’s financial institution has withdrawn the
payments that were issued to Safe Haven for the payment of the equipment installed.
After reviewing the allegations, Safe Haven is unable to refund the customer
any money. Safe Haven made attempts to help notify the consumer the status of the
account balance and the call attempts made by technician management. At this
time, the consumer currently owes the full balance of the additional equipment purchase.
The consumer agreed to the terms and conditions of the contract, the additional
equipment installation, and the credit card authorization form. Safe Haven does
not owe Ms. Thrower a refund and the equipment installed matches all that was authorized
by the consumer initially. Thank you for your time.
Customer Answer
Date: 01/23/2023
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********

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

I am rejecting this response because: See attached,
An ADT Relocation Manager came to my home to see if we would be interested in a security system, After some reflection he produced a form, (a copy of which is enclosed. On this form you can see what was chosen and agreed upon by the ADT Manager and myself. The installation fee was to be $129, which included two
cameras.
When the technician came to install the system he was not pleased with our choices and stated he could do better than what the ADT representative had suggested, and we had agreed on. He determined, by his standards, that window locks would be safer. What he failed to mention was the fact that these were special window locks and the installation fee would be over $900. I am a widow on Social Security and there is no way I would have agreed to this installation fee.
I did sign the contract but was not made completely aware of the agreement I was signing. Enclosed is also a picture of the only other paperwork I was given..Once I had a chance to review the contract the installer had left. I called the the ADT representative and discussed with him what had transpired. He was upset with how the technician had changed the install and the increase of over $800 for the installation. He stated he would see his manager in the morning and straighten it out..Unfortunately his manager just shrugged his shoulders and would do nothing. At this point the ADT representative stated he would not work for such an unethical company, returned their paperwork, equipment and resigned.
As you can see from the paperwork there is no name, address or phone number for Safe Haven and it took me several days to track someone down. When I finally spoke with the representative from Safe Haven she informed me I had only three days to contact them with any complaint and that my three days had passed. Through no fault of my own it had taken me almost a week to confirm Safe Haven had done the work.
I strenuously object to the way the installation and charges were presented to me and that Safe Haven review their charges and honor the $129 installation fee I was quoted.

R*******

******** *******
Business Response
Date: 01/31/2023
Please
accept this as Safe Haven Security’s formal response to the rejection made by ******** ******** *afe Haven previously advised the consumer authorized a signature
of authentication agreeing to the terms and conditions, specifically the terms
surrounding the additional equipment purchased. Safe Haven also advised the
consumer signed a credit card authorization form for the additional purchase of
equipment installed at the installation. The consumer also confirmed within the
rejection that she signed the documents willingly. Safe Haven provides a
three-day right of rescission period for all consumers outlined within the
Notice of Cancellation document. The document provides detailed instruction for
a consumer to exercise their right to cancel penalty free if chosen.
It
is a consumer’s discretion to review any legal documentation provided to them
that requires their signature agreeing to terms and conditions. In this instance,
for the installation of additional equipment purchased from Safe Haven Security.
The consumer entered into the thirty-six (36) month agreement with Safe Haven
for ADT monitoring services on November 4th, 2022. The consumer did not
contact Safe Haven until November 11th following the authentication
of her written signature confirming the break down of the additional equipment
purchase payment schedule. Safe Haven advised of the contract terms and the
verbal authorization recorded collected prior to the installation, the
contract, and the credit card authorization form that designated Safe Haven’s
information.
On
November 11th, 2022, the customer advised Safe Haven she no longer
wanted the equipment she had installed and that the tech didn’t install the
equipment she wanted. Safe Haven reviewed the contract, the sales slip, and the
credit card authorization forms signed willingly by the consumer. A Safe Haven
technician manager contacted the customer the same day and advised the installation technician had made additional efforts
to satisfy the consumer with additional equipment to suffice her needs and at a
discounted rate. Since the installation, the consumer’s financial institution
has withdrawn the payments that were previously paid to Safe Haven.
After
reviewing the rejection, Safe Haven has provided supporting information that
documents the consumer’s acknowledgement and understanding of the equipment
purchase, additional terms to execute a
rescission period, and information within the rescission document that allows
the consumer to enforce without any direct contact/direct contact information provided
to execute the rescission period. The consumer
admittedly failed to read the agreement that was entered into, nor utilize the
information that was provided to her initially once the agreement had been
signed. At this time, the consumer owes the full balance of the additional
equipment purchase. The consumer agreed to the terms and conditions of the
contract, the additional equipment installation, and the credit card
authorization form. Safe Haven does not owe Ms. ******* a refund and the
equipment installed matches all that was authorized by the consumer initially.
Thank you for your time.
Initial Complaint
Date:12/13/2022
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.
My security System was installed by Safe Haven security and the service provider is ADT. From Day 1 it never worked properly which I communicated to ADT, It wasnt until months later I was told I was supposed to call Safe Haven not ADT to resolve my issues. After finally get in touch with someone it functioned ok but had I had known I needed to put more money into my system for it to work I wouldn't have gotten one. Then our area suffered 2 hurricanes back-to-back. My husband was out of work and I contacted all our current monthly subscriptions to arrange to be set up on a payment plan to make the account current and get on track. ADT pushed us back to save haven and vis versa for months with no resolution. Hours of phone calls and finally the account was canceled. Now it's being sent to a debt collector, and this is WRONG!! As a consumer I did all on my end to resolve this issue and their poor business structure and customer service did not allow for me to resolve my account. I'm not paying the cancellation fee for a service that barely worked. I'm also not paying when it was never my intention to cancel. All I wanted to do was set up an arrangement for the back payments and continue to pay the monthly subscription. No one now at Safe Have or ADT will now speak to me and the Debt Collector will only accept the money owed which I will not pay. This is not the way these companies should be treating a customer it is truly disgusting!!

If you need phone records, I can provide this to show phone calls were made, Not sure if you need them?
Business Response
Date: 12/20/2022
Dear Better Busines 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 is disappointed that we are unable to continue the business relationship
with the consumer.
Safe
Haven collected an electronic signature from the customer agreeing to the terms
and conditions to obtain the services for ADT monitoring through Safe Haven
Security. This document outlines the details of the service agreement, the
terms with Safe Haven, the upfront cost, the billing method to be used for the
services, the rescission period, and the distinction of the agreement being
with an Authorized Dealer. *** ******* entered into the thirty-six (36) month
agreement with Safe Haven for ADT monitoring services on January 3rd, 2022. Safe
Haven allows all of our consumers to review the terms of the contract prior,
during, and after the installation. The contract provides time stamp and date
analytics of when the contract was received, reviewed, and signed.
It
is the consumer’s discretion to review any legal documentation provided to them
that requires their authorization and signature agreeing to terms and
conditions specifically, for the installation of the services provided by Safe
Haven Security.
Safe
Haven was notified by ADT that the consumer’s account had become 60 days delinquent
in June 2022. The account became further delinquent in July and was at a pending
cancellation status. Safe Haven attempted to contact the consumer from June
2022 to July 2022 with no follow up communication from the customer. On
September 1st,2022, the customer contact Safe Haven requesting to
terminate the services due to dissatisfaction with the service. Safe Haven
advised the customer there has not been any service request or call reporting
reflecting the consumer had notified Safe Haven of any issues with her system,
and would not be eligible for a penalty-free cancellation. The consumer advised
she had contacted ADT directly, but was no longer interested in wanting to have
the system serviced. The
account fell further delinquent and was terminated for non-payment in November 2022.
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.”
After
reviewing the allegations Safe Haven is unable to refund the customer any money
or allow any payment arrangements regarding the delinquent balance. Safe Haven made
attempts to help notify the consumer the status of the account balance and the
potential early termination fees. At this time, the account status is valid and
the consumer’s collections status is unable to be reversed. The balance
remaining on the contract was forwarded to an outside agency to collect. The consumer
may contact ****** * ***** directly to make payment arrangements on the
owed balance. Thank you for your time.
Initial Complaint
Date:12/12/2022
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 family went with ADT when we purchased our home in February of this year. They were recommended from our realtor who stated they had really good deals going. The company used a third party called Safe Haven Security Services who then sent out a tech to do the installation.

We had to call the tech support line numerous times due to the camera shutting off, adt claims its our wifi, other times we called because the outdoor camera never seems to capture anyone other than us leaving and entering our garage. We have alot of deliveries and live in a rural area that has alot of traffic and the cameras never seem to capture anything.

Our monthly fee is $68 and we cannot bare to continue to pay for a service that does not work. We called adt and safe haven numerous Times to cancel our service. I don't care about a early termination fee, I just will not pay up front $1400 to cancel a service that never worked to begin with.

This company is a total scam, and love to lock unsuspecting customers into this long and predatory contracts for lack luster results. On top of not offering a payment plan for customers who wish not to continue with there service.

Send me the bill, but I absolutely will not pay $1400 UPFRONT ALL AT ONCE to cancel this. I want this contract terminated.
Business Response
Date: 12/11/2022
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 12/13/2022
Dear Better Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by ***** ****** in associate with the account listed
under ******* ******. 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 further investigation of the allegations made by
the consumer, Safe Haven did not find any evidence that the consumer was
misled, misguided, or provided a predatory contract.
After
reviewing the account, the consumer entered a thirty-six (36) month agreement
with Safe Haven Security for ADT monitoring services on February 18th,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
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. Additionally, Safe Haven
collected a statement form from the consumer authorizing the installation of the
cameras sufficed. Safe Haven provides a three-day right of rescission period
for all consumer outlined within the Notice of Cancellation document for them
to exercise if chosen.
The second paragraph under the “IMPORTANT
TERMS AND CONDITIONS” details the specifics
regarding, “EARLY TERMINATION OF THIS CONTRACT”. The following term states,
“I AGREE THAT THE CHARGES DUE UNDER
THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
FULL.”
Safe Haven
did not hear from the consumer after March of 2022 until November 2022. Mrs.
****** contacted Safe Haven to terminate the series, and was provided an early
termination fee quote. Safe Haven does not have authorization over ADT monthly
billing or the ADT monitoring services. As an Authorized Dealer, Safe Haven is
required to uphold the contract terms provided through our partnership with ADT.
In the event a consumer request to cancel services, they must contact ADT Corporate
to make the formal request for the monitoring services to cease. In the event a
consumer contacts Safe Haven to cancel, we are required to advised them of the
early termination terms, and attempt to collect the balance.
At
this time, Safe Haven is unable to adjust the billing, terminate the services,
or release the consumer from the contract penalty free. Safe Haven has
not been advised by ADT the consumer is eligible for a penalty-free cancellation. Should the consumer wish to move
forward with their cancellation request, they will be subject to 75% of the
remaining balance of the contract. Safe Haven encourages the consumer to direct
the complaint back to the initial handler designated from ADT Corporate. Thank
you for your review.
Initial Complaint
Date:12/09/2022
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 had used adt a year ago when I purchased my new home... They offered a lot for the money spent i was happy. Till 11-3-2022 when the use of their equipment went out. I tried to call and get it taken care of but to no prevail. They auto bill my card so i am not late. When trying to get my system to work again they said i had to go through a 3rd party vendor. When I talked to the 3rd party they want to charge me.
1. their equipment
2. auto pay
3. no service
4. they want to charge me for fixing their equipment.

I refuse to go through this it highway robbery and false advertising. they said they are the best by giving out equipment that dont work and or need to pay to service their equipment

I will go to social media neighbors they need to stop taking advantage of people through scare tactics.

I was mad and frustrated the customer service representative said its friday and it's a nice day why are you mad. If i was robbed because my system don't work would it matter what the day is?
Business Response
Date: 12/08/2022
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 12/19/2022
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 is
disappointed that the customer no longer wants to continue the business
relationship with Safe Haven Security or ADT.
Safe
Haven collected an electronic signature from Mr. ****** on December 18th,2021.
This signature was applied to the contract for the monitoring service
agreement. Mr. ****** entered into a thirty-six (36) month agreement with Safe
Haven for ADT monitoring services. Safe Haven allows all of our consumers to
review the terms of the contract prior, during, and after the installation.
The contract outlines the details of the
service agreement, the terms with Safe Haven, the upfront cost, the billing
method to be used for the services, the rescission period, and the distinction
of the agreement being with an Authorized Dealer. Safe Haven provides a three-day
right of rescission period for all consumers outlined within the Notice of
Cancellation document. The document provides detailed instruction for a
consumer to exercise their right to cancel penalty free if chosen. It is the
consumer’s discretion to review any legal documentation provided to them that
requires their authorization and signature agreeing to terms and conditions specifically,
for the installation of the services provided by Safe Haven Security. With the
contact, Mr. ******** will find the terms surrounding the equipment warranty along
with additional cost on Page 6, paragraphs 9-12.
Paragraph
10. “10. EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)”, states
the following,
“ If I purchase
Dealer's Extended Limited Warranty, which is called the Quality Service Plan or
QSP, Dealer will repair or, at its option, replace any part of the equipment
supplied by Dealer that requires repair or replacement due to malfunction,
excluding wiring and batteries. During the Extended Limited Warranty period, I
will be charged a non-refundable on-site assessment charge in the amount of $59
for each service call booking for a Dealer technician to visit my premises for
QSP service On-site assessment charges may vary depending on the geographic
location of the premises. Dealer has the right to change the QSP on-site
assessment charge at any time by posting updated and current on-site assessment
rates to myADT.com. 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."
Safe
Haven’s service scheduling team received a notice that the customer was having
log in issue in March 2022. Safe Haven attempted to reach out to the consumer
and he advised he did not want to be contacted any further. He advised he
wanted to just want until the contract was up and if he needed assistance he
would call in. Mr. ******** threatened taking legal action if he received any
further calls without his request. Safe Haven did not speak with the consumer
until 11/4/2022. Mr. ******** contacted Safe Haven and advised he felt like his
transformer had a power outage. The customer support agent advised of the associate
trip fees and Mr. ******** declined. The consumer voiced his frustrations,
advised that he was not going to pay any longer, did not want Safe Haven to
come to his residence, or have any further ties to Safe Haven. Mr. ******** was
advised of the early termination fees and he threatened going to different mediation
platforms like the BBB, the local news, then became belligerent hurling profanities
towards the agent until she had to disconnect the line.
Following
the call, ADT contacted Safe Haven and advised they would be issuing Mr.
******** a credit in the amount of the services fees so that we could go to his
residence and service the system. Safe Haven collected the services fee and
scheduled a service appointment. A copy of the contract has been attached for
reference to the terms below. Page 5, paragraph 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.”
After
reviewing the allegations Safe Haven, Mr. ******** was provided the terms of the
contract verbally and in writing referencing the service warranty. Safe Haven
is an Authorized Dealer of ADT and we are licensed to sell and install ADT
Monitoring services. Monitoring and billing associated with the account are
overseen by ADT Corporate, while Safe Haven is permitted to service the system for
the first 12 months of the agreement with associated cost. Safe Haven is unable
to refund the customer for the equipment, and have already attempted to offer
resolution to the consumer. Safe Haven has not been in contact or received contact
by Mr. ******** since November 5th, 2022. At this time, should Mr. ********
have any service request, he will need to direct them towards ADT corporate as
he is no longer within Safe Haven’s realm of servicing. *** *** ** ******* ** *************** ***** *** *** **** *****
Initial Complaint
Date:12/06/2022
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 are new home buyers and some of the services with Safe Haven were included as part of the new home package. When the representative came in to install the free services, he said there are also other paid security services provided by ADT and we can choose if we would like to. I asked him to install the free services and then come back to discuss the others. He meanwhile asked me a 100 dollar deposit and said that if we choose to not go with ADT, we would be refunded. I said no to the services as am going with a different service. He said I would be refunded.

Now the Safe Haven charges me a lot and says that some paid devices were installed and monitored. Am shocked as they did that without my permission and the document that representative made me sign , which he said that it’s a document that states he installed the free services and collecting a 100 dollar deposit and would be refunded if I don’t choose them. Now the company calls and says that was the contract I signed.

First they installed something I said no to and I specifically asked them to install only free services and second they made me sign on something different and calling it as contract now.

They collected my card details saying it’s for a deposit and now they are using it to charge it for something I never even knew existed and was never made aware of and for which I said no specifically.

They made me sign on a document that said something else and now they are saying it’s a contract.

It’s a complete business fraud and I feel so cheated.

I don’t need those devices or monitoring services at all. I want them to remove devices other than the one in the package. I was shocked when I got to know they installed something else than on my package and monitoring it all the while. I don’t feel secure.
Business Response
Date: 12/12/2022
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 was unable to find anything supporting the allegations made by the consumer.
Safe Haven collected verbal call recordings from the consumer dating from October 5th to November 9th. During these recordings, the consumer verified his understanding of the monthly rate, the one-time activation fee, the distinction of the appointments being intended for home security services that were assessed monthly fees, additional service appointments, and quality assurance confirmations. On October 5th the consumer confirmed all of the initial terms to obtain the services, (monthly rate & one-time activation fees). Safe Haven has attached the verbal recording for your review.
During the recording, the consumer is advised of the monthly rate, the one-time activation fee, and given explicit instruction of when the consumer should cancel if he chose not to move forward with the monitoring services. These references can be found at the follow points; 8:15, 13:45-14:36, 15:25-16: 27, and 16:45-18:56. The sales representative provided explicit details throughout the recording, and reiterating the information multiple times. The consumer confirmed his understanding of the information the sales representative provided, and proceeded with scheduling an installation of the services. The consumer was also informed in the event he chose not to move forward with getting home security, he could cancel at the installation to avoid the monthly billing.
Safe Haven installed the services and collected an electronic contract from the consumer on October 10th,2022. It is the consumer’s discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions specifically, for the installation of the services provided by Safe Haven Security. Safe Haven collected an electronic signature from *** ********** agreeing to the terms and conditions for the ADT monitoring obtained through Safe Haven Security. The service agreement outlines the terms with Safe Haven, the upfront cost, the billing method to be used for the services, the rescission period, and the distinction of the agreement being with an Authorized Dealer.
*** ********** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on October 11th, 2022. Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. Safe Haven provides a three-day right of rescission period for all consumers referenced within the Notice of Cancellation document. Additional phone call recordings were collected during routine quality assurance follow up and did not reference any issues with Safe Haven, nor any request to terminate services. The calls were collected from October 19th, November 5th, and November 9th.
After review of the allegations, Safe Haven has not conducted fraud, or withheld any information from the consumer. *** ********** is not eligible for a refund, removal of the devices installed, or a penalty-free cancellation. Should *** ********** want to move forward with his cancellation request, he would be subject to the early termination fees. Thank you for your time.
Customer Answer
Date: 12/14/2022
[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: This is a clear fraud. The representative clearly said the card details are required to open an account and the billing will be charged only when we accept the paid services explained by the agent when he comes in. The company is not providing the phone call recording of the time until 5 days after the installation when we confirmed that we do not require the services. Where is the recording from where we confirmed we would go ahead with the services ?
On the phone call, it clearly says the card details are taken to open an account and we would confirm the representative if the service would be taken or not. I would need that confirmation call. It won't exist because I called them 3-4 days after this conversation and said no to the paid service and on the day of installation I confirmed with the agent that only free services would be installed.
Regards,

***** ***** *********
Business Response
Date: 12/28/2022

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 previously
provided recordings that occurred prior to the installation. Once the recording
is conducted, an installation appointment is set for a technician to go out to
the residence, install the equipment agreed upon, and collect a final contract
of the terms and conditions for the monitoring services. At the time of the
installation when the consumer accepted the contract, they went through a
series of security encrypted steps to authorize their signature electronically
to sign the contract.
After the
contract was signed by the consumer, they were provided a rescission period referenced
within the Notice of Cancellation document. The consumer failed to exercise their
right to cancel penalty free within the allotted time frame. Safe Haven advised
in our initial response that multiple calls occurred after the installation in
which the consumer was contacted for quality assurance. During the call performed,
the consumer did not reference any issues with Safe Haven, request to terminate
services, or mention any allegations of fraud.

After review of the allegations, Safe Haven has not found any supporting evidence
to substantiate the allegations being made. *** *** **** ********* were
provided the same opportunity all of our consumers are given to review the
terms of the agreement before and after entering into the agreement. Safe Haven
has provided the documents that were signed by the consumer that reflect time
stamp, date, and authentication being conducted by the email address associated
with the consumer’s email address. The consumer is not eligible for a refund,
removal of the devices installed, or a penalty-free cancellation. Should the
consumer want to move forward with their cancellation request, they would be
subject to the early termination fees. Thank you for your time.
Initial Complaint
Date:11/29/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When my internet went out I contacted Frontier Wireless to find out why. The salesman told me the service changed in my area and i couldn't get it any longer. I had to upgrade and add a home security system through ADT to regain my internet service. I did so, and found out a week later he was lying. The line was disconnected from unrelated power work He works for a third party sales company that contracts for ADT and Frontier Wireless, i have his name, employee number, and phone number to his department. When i contacted ADT to cancel the contract due to fraud, they tell me to deal with frontier. Frontier says to deal with ADT. I have spent over 50 hours on hold alone between both companies and I don't know what to do. This is a nightmare, I need help please. I've been on hold tonight over two hours.lll
Business Response
Date: 11/28/2022
The
customer entered into a contract with the following company who handled the
sale and installation of the system.

**** ***** ********
*** * **** ***
***** ****** ***** ** *****
***** ********
****** ******* **** ** ** *** ******* ********
Business Response
Date: 12/05/2022
Dear Better Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by ****** ****** Mr. ***** has submitted a complaint
regarding Frontier. Safe Haven cannot speak on behalf of Frontier or their employees,
he will need to direct his complaint towards Frontier. After further
investigation of the allegations made by the consumer, Safe Haven did not find
any evidence that supported the consumer being unaware of the agreement entered
into with Safe Haven Security. Mr. ***** entered a thirty-six (36) month
agreement with Safe Haven Security for ADT monitoring services on August
13,2022. 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.
During the installation,
Mr. ***** was provided an electronic contract that was signed through authentication
from his personal email, in addition to equipment financed through Synchrony.
Safe Haven submitted Mr. *****’s fraud claim to Synchrony Bank and deemed all
charges valid. Mr. ***** contacted ADT to ensure the monitoring services were
terminated effectively on 10/4/2022. At this time, an account balance has been
left and is pending collections. Safe Have has not made any collection attempts
towards the remaining balance left on the accounts it is I the process of being
placed with our outside agency. The account’s pending collections status and
balance left on the account are both valid. Safe Haven is unable to waive the
fees or adjust any of the balance. Mr. ***** will need to communicate with outside
agency moving forward. Thank you for your consideration.
Customer Answer
Date: 12/12/2022
[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] The phone call between the sales agent and myself is the only piece of proof needed to verify everything I have said. I expect the phone call to be retrieved by the companies employing Christopher( the salesman). He claimed to be speaking for both ADT and Frontier when we spoke. ADT is the partner company that works with Safe Haven. ADT has already cancelled my account because of the issues. Safe Haven claims they cannot cancel my contract because ADT will not classify the account as closed due to fraud. I have been told repeatedly that the phone call will be reviewed, and then I will receive more information. Frontier has told me they will contact me about it. I have spent over 100 hours on hold between ADT and Frontier waiting on answers. The salesman told me on a recorded phone call, very specifically, that i had to upgrade my home system by purchasing a security system. If I did not do this, i would not be able to re-gain my internet service. This turned out to be a complete lie, and since i learned that i have been trying to get help from someone between the companies involved, but they all stonewall me after making me wait on hold for hours.I I am requesting a copy of the recording. Please help.

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

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

********

****** *****
Business Response
Date: 12/13/2022
Dear Better Business Bureau,

Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection made by ****** *****. Safe Haven previously advised that the complaint Mr. ***** has submitted is regarding Frontier. Safe Haven cannot speak on behalf of Frontier or their employees. Safe Haven only has access to our internal records. Unfortunately, we cannot access Frontier's internal records or call recordings. We apologize for this inconvenience, and advise the consumer to submit this complaint to either of the parties the consumer made allegations towards. Based on the terms of the agreement, the consumer authorized he understood the thirty-six (36) month agreement he entered into. Mr ***** was sent a copy of these terms for his review moments after he accepted the terms electronically. Based on those facts, and the rescission period that was permitted, Safe Haven is unable to waive the fees or adjust any of the balance. Mr. ***** will need to communicate with outside agency moving forward. We encourage Mr. ***** to contact Frontier regarding call recordings so that he may submit them to ADT Corporate for further review. Thank you for your consideration.
Customer Answer
Date: 12/16/2022
*** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* ********** ** ********** * ***** ** ******* ** **** ****** * **** *** **** ****** ************ ** *** *** ********* ********* ***** * **** *** ******* *********** *** ******* ** *********** *** ** *********

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

I am rejecting this response because:

Regards,

****** *****
Initial Complaint
Date:11/29/2022
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 a security with ADT but through Safe Haven, their local provider. The technician came to my house on 10/27/22 to install the system. During the install the technician hit a wire and knocked out the power to my living room and part of my kitchen. The tech said his boss needed 3 quotes sent to him and that they would get it fixed. i provided 3 quotes from local electricians the very next day. However i received zero updates. I called into customer service about a week later and they said that the work order had not been started yet and they were doing that now. A week went by and still nothing. I called into customer service again and they assured me they were creating the work order. A few days later the regional tech manager called me and asked for the quotes again. I sent them over and did not receive any response.
The next week I got a text from the technician asking me to take pictures of the damage. This should have been done by him at the time. but I did this and sent them anyway in order to keep this process moving. That was on 11/12/22. I have had zero updates since then and my power is still out. The power issue is effecting the security system and I'm unable to use it. I'm stuck in this contract, paying for a service that I can't use. Plus they knocked out my power and I've had to live likes this for over a month now. Thanksgiving was great without power! not only do they have to fix my power, but the electrician is going to have to rip out dry wall to get to the wires. They will need to pay for that too but I don't see them doing that because they can't even get my power fixed.
There has to be something I can do. Some kind of recourse. I can't even enjoy the new home I just purchased because I don't have power to all of my house.
Business Response
Date: 12/08/2022
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 has worked with the consumer directly to resolve
her concerns. An email correspondence has been attached of the consumer accepting and acknowledging the recent efforts made by Safe Haven to resolve her concerns. Safe Haven has worked with an electrician to set a service
appointment with the consumer, scheduled a Safe Haven technician to return to
the residence once the power has been turned back on, submitted a reimbursement
check payment to be sent out, and refunded the customer her upfront cost for the
installation. We thank the consumer for allowing Safe Haven to correct the unfortunate
series of events that have taken place with her account. Thank you for your time.

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