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:11/28/2022

  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.

  Hello. I was scammed into a contract by ADT (Home Alarm System). They informed me that I was going to be under a contract for just 12 months. I came to realize that it was actually 36 MONTHS. I am now having technical issues with my home alarm system. The "Main Panel" which communicates to the 9 devices that are connected to all my home entry points are NOT WORKING. The "Main Panel" also has NO SOUND coming from it, should a burglar enter my home.
  
  I called ADT several times to schedule an appointment. I was on hold for over an hour and no one answered the telephone. When I finally got through, the lady put me on hold again - to schedule an agent to come to my home. No one ever picked up or got my information. I had to eventually hang up. Being on wait for over an hour was a total waist of time. I am under a contract with terrible customer service. I am basically paying for a service and the equipment is not working properly.
  
  I have no one to complain to - so I decided to make a complaint with the Better Business Bureau.
  
  Upon further investigating, I realized that several others have made complaints about this company.

  

  Business Response

  Date: 11/27/2022

  
  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 ***** ******. 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. Safe Haven regrets to inform Mr. ****** he has been reaching out to ADT Corporate, not Safe Haven. Safe Haven has not received any communication from Mr. ****** since the installation that occurred in December of 2021. Safe Haven’s jurisdiction over the warranty period is for the first twelve months of services, which is active until December 17th,2022. Once that time frame surpasses, ADT Corporate oversees the servicing period.
       Safe Haven has put in a service request on Mr. ******’s account in order for our scheduling team to contact him directly. Safe Haven encourages the consumer to contact us directly prior to 12/17/2022, so that we may assist him with whatever service issues he may be experiencing. S*** ***** *** ** ******* ** ************* ******* ****** * ****** ******* ***** ****** *** ****** ** ****** ** ******* * ****** ** *** ******* *** ******** ******* **** *** ***** ** *******************************. Should Mr. ****** fail to follow up with Safe Haven prior to 12/17/2022, he will have to direct his concerns to ADT Corporate. Thank you for your time.

• Initial Complaint

  Date:11/28/2022

  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.

  Salesman was respectful, and explained ADT was better than current security devices, even installed application on my phone, but did not include an indoor camera in my package (I got my own) Installer was respectful but his advice on placement of devices and cameras, seemed more important than my suggestions. Within two weeks alerts from ADT had been sent to my phone, but when application was opened to see who was setting off doorbell camera, I would see the system was not responding. Each time I seen that the system was not responding I took a screenshot, called customer service, had system rebooted, but continued to see the same system not responding. Payment arrangements I authorized for 24 to 48 hours did not occur when requested and tried to charge a higher amount. I spoke with customer service and explained to them how a cheap deer camera did a better job when it picked up movement when ADT just didnt seem to work. When I asked customer service to explain why they had an ADT application installed on my cell phone that always monitored the location of my cell phone, someone with a respectful Accent could not provide a reasonable answer. After long wait time on the phone and a request to stop service, I felt as if I was scammed by giving it a month to improve, or amount of bill to be reduced. A request to have system removed, stop email and phone calls have all been ignored, and a collection agency is requesting two thousand dollars, asking me to pay for Free package that does not work properly, and breach of contract. I don’t want no refund, But no outstanding balance either, Most importantly why does ADT cell phone application need to always know the location of my cell phone, but can’t keep their equipment in a customer sastifaction working order. Please help ADT improve

  

  Business Response

  Date: 11/27/2022

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

  

  Business Response

  Date: 12/09/2022

  Dear Better Business Bureau,
  
  
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the complaint made by Anthony *******. After reviewing the account, the consumer entered a thirty-six (36) month agreement with Safe Haven Security for ADT monitoring services on August 17th, 2021. Prior to the installation, Safe Haven collected an additional electronic signature from Mr. ******* on August 14th,2021 agreeing to the terms and conditions to obtain the services for ADT monitoring through Safe Haven Security. The document details of the equipment package agreed upon with the sales representative, the upfront cost, the billing method to be used for the services, and the distinction of the agreement being with an Authorized Dealer. Safe Haven allows all of our consumers to review the terms of the contract at the time of installation and after.
  The consumer is responsible for reviewing any legal documentation that requires their signature at their own discretion. Safe Haven provided Mr. ******* terms and conditions, specifically, for the installation of the services provided by Safe Haven Security. 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. Mr. *******’s rescission period ended on August 20th, 2022.
  ADT notified Mr. *******’s account had fallen delinquent in January of 2022. Safe Haven made multiple attempts at contacting the consumer regarding the account status from January to June. Mr. ******* failed to bring the account balance current, and the account monitoring was terminated on July 6th,2022 due to non-payment. Provisions of the contract advise are detailed under the “IMPORTANT TERMS AND CONDITIONS”. Paragraph 2, under “EARLY TERMINATION OF THIS CONTRACT”, advises
  “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.”
  Once the account defaulted, the remaining balance of the contract was forwarded to an outside agency to collect on. Safe Haven did not receive any service request, deem the system inoperable, or receive notice the consumer was eligible for a penalty- free cancellation. Safe Haven has not attempted to reach out to the consumer since June 2022. Once the consumer allowed their account balance to default, the consumer was subject to the terms and conditions outlining early termination. At this time, the balance and account status are valid. Thank you for your time.

• Initial Complaint

  Date:11/25/2022

  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.

  Around a month ago 2 gentlemen came to our home and offered free equipment through what they said was ADT. Come to find out it’s actually Safe Haven. We were told we were getting the whole package. What we ended up with was 1 functioning camera and holes all in our walls. We were suppose to have 3 functioning cameras. When I told ADT, who isn’t in charge of this contract, they sent me to Safe Haven. They told us there was no guarantee and we had just three days to cancel our contract or we would have to pay over a thousand dollars to them (75%) of contract. I would like Safe Haven to come get their equipment and cancel this contract (for free) that they could not uphold their part of the bargain too. This is scamming behavior. These gentlemen lied to us. This company is not ADT as they said they were.

  

  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 ***** **** in reference to the account established 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. *** **** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on October 13th, 2022.
   Safe Haven provides consumers a customary Installation Work Order prior to the installation Safe Haven collected an electronic signature from *** **** authorizing the installation of services to be completed on October 13th, 2022. This document 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 monthly rate, 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. When *** **** authorized the installation work order and the electronic contract, she acknowledged she read and understood all the terms within the agreement. The contract outlines the details of the service agreement 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. It is the consumer’s discretion to review any legal documentation provided to them that requires their signature agreeing to terms and conditions specifically, for the installation of the services provided by Safe Haven Security. 
       Provisions within the contract advise of the initial terms agreed upon on page 1A under the “FINANCIAL DISCLOSURE STATEMENT”. All references to Safe Haven’s terms and conditions can be found on page 5 listed under, “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”. A copy of the contract has been attached for reference. Additional terms can be found on pages 5-9. Paragraphs 3,4, 10, and 12. 
       Safe Haven received a call from ADT on behalf of the consumer November 25th, 2022. ADT advised the consumer had concerns regarding the service and operations of the camera. During the call, *** **** asked what the cancellation process would entail and was advised of the details of the early termination fee. The consumer expressed that there should be some type of guarantee and the representative offered to schedule a service appointment to help provide resolution to the service issues. *** **** began referencing ADT’s 6-month Money-Back Guarantee by requesting to be able to cancel without any fees. Safe Haven advised the guarantee does not govern services obtained through a third-party contract, specifically those obtained through Safe Haven Security. Additionally, the guarantee is an operational guarantee, not a satisfaction guarantee.
  Safe Haven offered to schedule a service appointment to be performed on November 26th,2022 and the consumer accepted. Safe Haven’s Technician adjusted the camera’s that had been installed, and found that the consumer had a dead electrical wire that sourced the doorbell. Safe Haven advised the consumer she would need to hire an electrician to repair the wire and chime box. Safe Haven did not receive any further contact from the consumer after the service visit was completed. 
       After reviewing the complaint, Safe Haven is disappointed that the terms agreed upon within the installation work order and contract initially, no longer suffice for the consumer. Safe Haven has provided resolution assistance and advised of additional tips to help provide resolution to the doorbell camera. At this time, *** **** will have to reach out to an electrician for additional aid regarding the doorbell camera power source, as the contract outlines the consumer’s responsibility to provide sufficient power capabilities. Safe Haven is unable to provide the consumer with a refund or a penalty free cancellation. Safe Haven encourages the consumer to contact us directly should she need any additional service resolutions. Safe Haven can be reached at ************, Monday- Friday 8 AM-6PM central time. Should *** **** be unable to utilize a phone, she may contact our customer support team via email at *******************************. Thank you for your time.
  
  

  Customer Answer

  Date: 12/06/2022

  ***** ***** **** ********************
  ***** **** *** ** **** ** **** **
  ******** ********* ********
  *** *************************
  Good evening,
  After reviewing, The contract presented to the BBB does not even have my correct name or initials. I am concerned this was a forged document. I would like you to review the document. If you need my license to prove this is not even my name, please let me know. Again, I would like to cancel service with no penalty.
  
  ***** ****
  Sent from my iPhone

  

  Business Response

  Date: 12/09/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security
  Services, LLC (“Safe Haven”) formal response to the rejection made by ***** **** in reference to the account established under ***** *******. Save Haven
  provided documentation that the consumer authorized she read and understood
  when obtaining the services, specifically the services provided by Safe Haven Security.
  Safe Haven discloses its name on every document signed, company apparel worn,
  and each time the consumer called into our company. Safe Haven has not disguised
  itself as ADT at any point prior, during, or after the installation. The consumer
  authorized her awareness of Safe Haven not being ADT with the authorization of the
  necessary documents collected at the installation to obtain the services. Time
  stamp and date tracking provide support the consumer signed the contract
  electronically at the time of the installation.
  Safe Haven is reputable
  company. We are an Authorized Dealer of ADT operating under the provisions within
  our Authorized Dealer partnership. We are licensed to sell and install ADT monitoring
  services. The contract Safe Haven provides is a contract provided to us through
  our ADT Dealer partnership. As an Authorized Dealer, we are required to uphold
  the contract ADT provides for us to utilize. The contract referenced is the
  contract the consumer authorized she read and understood, specifically the terms
  surround early termination.
    Safe Haven has provided resolution assistance
  and advised of additional tips to help provide resolution to the doorbell
  camera. At this time, Ms. Dunn will have to reach out to an electrician for
  additional aid regarding the doorbell camera's power source, as the contract
  outlines the consumer’s responsibility to provide sufficient power capabilities.
  Safe Haven is unable to provide the consumer with a refund a, penalty free
  cancellation, or removal of the equipment. Safe Haven encourages the consumer
  to contact us directly should she need any additional service resolutions. Safe
  Haven can be reached at ************,
  Monday- Friday 8 AM-6PM central time. Should *** **** be unable to utilize a
  phone, she may contact our customer support team via email at
  *******************************. Thank you for your time.

  Customer Answer

  Date: 12/09/2022

  Please provide proof that I signed the documents with the name Jayne Gilbert. That is not my legal name. Thank you. 
  
  Complaint: ********
  
  I am rejecting this response because: My name is ***** ***** 
  
  Regards,
  
  
  
  ***** ****

  

  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 rejection made by ***** **** in reference to the account established under ***** ******** Safe Haven is aware of *** ****** name. Safe Haven has advised the name that reflects on the contract is pulled from the credit consumer report when services are first obtained. *** **** also confirmed the name that populated on the account sufficed through authorizing her signature from her personal email address established when both, the installation work order, and contractual agreement were electronically signed.

  The consumer's initial complaint was that Safe Haven misrepresented themselves through deceitful sales practices, exemplified misconduct, did not present her with a contract, and that she was being forced a fine to terminate services.  Safe Haven has sense submitted factual documentation of the consumer using her personal information to accept the terms provided in a contract, presented at the time of the installation and after. The electronic contract and work installation submitted provided designated references of " Safe Haven" and the explicit terms and conditions authorized by the consumer. Safe Haven is unable to provide the consumer with a refund a, penalty free cancellation, or removal of the equipment. Thank you for your time.

  Customer Answer

  Date: 12/13/2022

  [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: They have failed to provide actually proof! 
  
  Regards,
  
  
  
  ***** ****

  

  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 ***** **** in reference to the account established under ***** *******. Safe Haven provided proof of the documentation collected prior to the installation, the consumer's verbal authorization recording to schedule the installation, and a copy of the electronic contract that. Both of the written documents include time stamp and dates of when the  consumer authorized both. Safe Haven has attached the verbal authorization recording of the consumer confirmed the designated email on file aligns with the email documented to accept both written documents. From 5:35-5;40, *** **** authorized the email address, which can be both be found on the certificate of completion within the contract, and the second page of the contract.

  Safe Haven previously advised that the consumer's initial complaint was that Safe Haven misrepresented themselves through deceitful sales practices, exemplified misconduct, did not present her with a contract, and that she was being forced a fine to terminate services. Safe Haven has sense submitted factual documentation of the consumer using her personal information to accept the terms provided in  the contract, specifically those surrounding early termination. Safe Haven has also included documentation that was collected prior to the installation in verbal and written form. The electronic contract, work installation, and verbal authorization recording provide references to  " Safe Haven" both verbally, and in writing. Safe Haven has received additional allegations of not providing substantial proof to corroborate the information in our response.  The information Safe Haven has  provided reflects security encrypted tracking since the initial response and we have included them both for additional review. Safe Haven is unable to provide the consumer with a refund a, penalty free cancellation, or removal of the equipment. 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:We should not have to stay in a contract when we were deceived by this company. If you were a reputable company you would not have to scam people into a 3 year agreement without a guarantee on your equipment and service. Anything here is still under the assumption that you were ADT but you are not ADT. The average person tells 18 people about their complaints or compliments concerning services or companies they have contact with. Those 18 then share it with 18 people they know and the chain continues. I will make it my life’s mission to make sure I tell everyone I know about this this experience. Everything from malfunctioning equipment to your questionable sales practices. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:11/22/2022

  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 notified ADT June 2022 of the upcoming construction project on my home and asked what I needed to do about the security sensors on the siding and windows that would be affected.. they responded to save to sensors and contact them when construction was completed.. Sept 2022 I notified ADT and left voicemails and email messages. After months of no response - Only just today did Safe Haven contact me asking for $80+ to schedule a technician to come to house to reinstall. Well this sounds like bait and switch/scam! So I asked to cancel my services and no need to come and reinstall. They said I owe $1300+ to cancel. This is not as the sales technician had described to be. Buyer beware.

  

  Business Response

  Date: 12/07/2022

  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. *** ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on April 8th,2022.
  Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. When *** ****** authorized this document, she acknowledged she read and understood all the terms within the agreement. 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. 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.
  Provisions within the contract advise of the initial terms agreed upon on page 1A under the “FINANCIAL DISCLOSURE STATEMENT”. On the first page of the contract, the last sentence of the page is listed in bold writing and documents the following,
  “SEE PARAGRAPHS 1, 2, 3, 15 AND 19 OF THIS CONTRACTS FOR ADDITIONAL INFORMATION ABOUT RENEWAL TERM(S),  NONPAYMENT, DEFAULT, ACCELERATION AND RATE INCREASES”
  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. 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  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.”

  Additional terms can be found on pages 5-9. Paragraphs 3,4, 10, and 12 specifically address the consumer’s concerns surrounding the warranty and service fees. Page 7 under “EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP)” states the following.

  “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”

  After reviewing the complaint, Safe Haven is disappointed that the terms agreed upon initially no longer suffice for the consumer. Safe Haven has attempted to offer resolution assistance by offering to schedule a service appointment with the associate trip fees. At this time *** ****** service request does not fall within the extended warranty. Should *** ****** want to move forward with scheduling a service appointment with the associated trip fees, Safe Haven encourages her to contact us. Safe Haven can be reached at ************, Monday- Friday 8 AM-6PM central standard time. Should *** ****** be unable to utilize a phone, she may contact our customer support team via email at ******************************** Thank you for your time.

• Initial Complaint

  Date:11/22/2022

  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 purchased ADT services for our new home in Aubrey TX back in April of 2023. The third party company to come install the ADT product was Safe Haven. They installed from 2pm until almost midnight on April 29th. The gentlemen installing told us after he had been working for 7 hours that he did not have all the equipment we had purchased and someone would be back in a couple weeks to complete the installation. After several request, and NO answer or call back from Safe Haven we never did get all of our equipment installed. Moving ahead to the end of July, I was offered a new job that required my family and I to sell the house and move. ADT informed us because of our situation and since we did not have all of the equipment paid for installed there would be no fee. Safe Haven did not fulfill their duty to use by providing us with all of our equipment we paid for, or giving us the time of day to respond to our communication until we called and informed them we had moved and the service was being canceled. At this point, Safe Haven was all over us to pay a cancellation fee of 1,123$, but couldn’t make right what we paid for? ADT also informed us there would be no fee from them or any third parties. Safe Havens customer service is horrible and commitment to their customers they should be ashamed of.

  

  Business Response

  Date: 11/23/2022

  Dear Better
  Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe
  Haven”) formal response to the complaint made by ******* ******** on behalf
  of the account associated with ****** ********. 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. After reviewing the account, Safe Haven was contacted by
  the consumer outside of the rescission period outlined within the contractual
  agreement. The details of this time period can be found twice, explicitly on
  the Notice of Cancellation document, pages 10-11.

  Safe
  Haven advised **** ******** of the early termination fee balance on September
  21st,2022, and October 27th,2022. The early termination
  of the contractual agreement is outline within the “IMPORTANT TERMS AND
  CONDITIONS”, found on page 5. On September 29th,2022, **** ******** submitted
  a dispute regarding the additional equipment purchase and lack of equipment
  being fulfilled. Safe Haven accepted **** ********** request and issued a
  refund back to the financing account on October 18th,2022 for the five
  (5) sensors not provided. Please see the documentation sent to the consumer for
  your records.

  At
  this time, Safe Haven has not found any evidence to support any additional
  billing adjustments outside of the reduced early termination fee. ADT has not
  noted any balances to be waived, nor did ADT waive the balance assessed to Safe
  Haven to forward onto the consumer. Safe Haven issued a refund in the amount of
  $806.46 and assisted the consumer with removing the system from the residence
  on condition the early termination fees be paid. The consumer has full possession
  of the entire system Safe Haven provided and has yet to fulfill the early termination
  fee balance. The account was cancelled on November 8th,2022 and is
  set to be sent to an outside agency to collect on should the consumer fail to
  pay the balance in full by December 8th,2022. The consumer has been
  sent an adjusted final invoice to reflect these statements. Thank you for your
  consideration.

• Initial Complaint

  Date:11/21/2022

  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 purchased a $3,000 security system from them. I have a ongoing issue with my front door sensor. A technician came out less then 90 days ago and said it was fixed. Now it’s acting up again. I called ADT to help me they couldn’t resolve the issue. Told me to call Safe Haven. They told me it’s going to be a $85 fee. I have only had this system for 11 months. I believe they should replace and repair it for free. Same Sensor I also ask can they send a new one. The guy said no but ADT has sent me replacement equipment before. They’re not standing behind their product. I have replaced the battery twice and put them in another Sensor they work fine.

  

  Business Response

  Date: 12/09/2022

  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. *** ********* entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on January 8th, 2022.
  Safe Haven allows all of our consumers to review the terms of the contract prior, during, and after the installation. When *** ********* authorized this document, she acknowledged she read and understood all the terms within the agreement. 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. 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.
  Provisions within the contract advise of the “IMPORTANT TERMS AND CONDITIONS” on pages 5-9. Paragraphs 3,4, 11, and 17 specifically address the consumer’s concerns surrounding battery conditions. Page 7 under “WARRANTY INCLUSIONS” states the following.
  “Battery replacement is excluded from all warranties. THE EQUIPMENT
  PROVIDED BY DEALER UNDER THIS CONTRACT OR OTHERWISE MAY NOT
  BE COMPATIBLE WITH AND MAY NOT OPERATE WITH OTHER THIRD-PARTY
  ALARM OR HOME AUTOMATION SERVICES. This limited warranty and the QSP
  do not apply to promotional items or gift”
  After reviewing the complaint, Safe Haven is disappointed that the terms agreed upon initially no longer suffice for the consumer. Safe Haven has attempted to offer resolution assistance by offering to schedule a service appointment with the associate trip fees. At this time, should *** ********* want to move forward with scheduling a service appointment with the associated trip fees, Safe Haven encourages her to contact us. Safe Haven can be reached at 844-413-1920, Monday- Friday 8 AM-6PM central standard time. Should *** ********* be unable to utilize a phone, she may contact our customer support team via email at ******************************** Thank you for your time.

  Customer Answer

  Date: 12/09/2022

  [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: 18445031
  
  I am rejecting this response because:
  
  Regards,
  
  
  
  ********* *********

  

  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 rejection made by ********* ********** The consumer did not provide anything within the rejections outside of two screenshots. Per the original complaint, the consumer requested a repair. Safe Haven has advised the consumer she is not within the 90-day warrantee period to qualify for a service fee to be waived. Safe Haven is happy to repair any issues the consumer may be experiencing with her services. Should *** ********* want to move forward with scheduling a service appointment with the associated trip fees outlined within the contract, we encourage her to contact us. Safe Haven can be reached at 844-413-1920, Monday- Friday 8 AM-6PM central standard time. Should *** ********* be unable to utilize a phone, she may contact our customer support team via email at ******************************** Thank you for your time.

  Customer Answer

  Date: 12/13/2022

  [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: 18445031
  
  I am rejecting this response because:
  
  I had to pay a trip fee I had no choice my home will be left unprotected. You should stand behind what you sale.I will be in contact with the Attorney General’s Office this shouldn’t be happening. The same sensor will have been repaired 3 times once they come out. It should’ve been replaced the first time. It’s not a battery issue and should’ve been replaced the first time. I am a disabled veteran and need my security system to be reliable. So no I don’t agree with the trip fee. I wouldn’t have one if it was replaced the first time. Especially after tech support over the phone couldn’t fix it. New batteries and all sensors don’t work

  .Regards,

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

  

  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 acknowledges the consumer's feeling regarding the trip fees outlined within the contractual agreement. The terms being rejected were agreed upon, specifically those listed throughout the "IMPORTANT TERMS AND CONDITIONS" referencing warranties. Safe Haven understands the consumer does not currently agree to the trip fees, but thanks the consumer for complying with the terms she initially agreed to on January 8th, 2022.

  Safe Haven offers tech support as a courtesy to all consumers. This courtesy is extended to help assess if an service request can be resolved remotely without having to schedule an onsite visit. Unfortunately, if tech support is unable to resolve the issue remotely, an onsite technician is required to help provide resolution to the consumer's service request. In regards to this consumer,  her request was unable to be resolved remotely, and she was assessed the trip fees associated with a service request performed outside of the 90-day warranty. 

  Safe Haven acknowledges the consumers statements about further escalation to additional mediation platforms. Safe Haven understands the consumer may take whatever appropriate actions she feels necessary. Safe Haven thanks the consumer for agreeing to uphold the contract terms and look forward to servicing her system. Should the consumer have any additional questions or concerns, she may contact Safe Haven directly. Thank you for your time.