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:11/17/2022

  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.

  received call from Safe Haven saying real estate agent gave my info. They came installed sensors and tablet. was told by agent didn't have camera and would come back once internet service had been transferred to my new address. I gave the tech the date that internet would be on which was within a few days. I called to schedule a date an appt I received a text with an appt. I sat and no one ever came I called & was told that I wasn't on the schedule. I was given another date I waited over an hr no one came I called and was told he wouldn't be there for another 4 hrs I had another appt. Got another appt no one came. He came and told me that he couldn't put the camera in at my door because he didn't notice that I had brick during the initial visit so it has to be installed at my garage. I said you can't get a clear front view. He said when you get to a certain view of the camera it makes a sound and the person will turn around. I called the company and was told they would send someone more professional. He came out and and moved it to the first garage he said during the initial visit I should have been told that they couldn't put the camera there because of brick and I needed to have an electrician because they door frame needs to be removed and an wiring needs to be installed to go down in the floor I would be responsible for the cost and there was nothing else they could do. I called the Safe Haven several times and was told I was beyond the cancellation period and my only options was to have an electrician come. I expressed that the camera's don't have good view of in front of my door and I'm not satisfied with my service because I wasn't told the fact until after the time period. ADT has a cancellation policy of 6 months. Safe Haven said I had 3 days to cancel even though everything wasn't completed in 3 days. I spoke to several people in the business and was told If I cancel I have to pay $1,555.47 early cancellation fee.

  

  Business Response

  Date: 11/30/2022

  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 to provide the ADT monitoring services.
  Safe
  Haven collected an electronic signature from **** ******* 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 July 30th, 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. 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. *** ******* agreed to uphold the level of monitoring requiring
  specific requirements through the “Broadband Rider” on page 15 of the contract.
  Within this document, the consumer acknowledges specific telecommunication
  functionalities “Telco Requirements” to obtain the services even if they are
  not available at the premises at the time of the installation. During the
  installation, **** ******* advised she did not have Wi-Fi and would call back
  once she had it installed. Safe Haven made multiple attempts to confirm the Wi-Fi
  installation with the consumer Wi-Fi from 8/17- 9/8. Safe Haven finalized the Wi-Fi
  configuration of the camera and panel set up on 9/8.
  Safe
  Haven’s technician was alerted on 9/14 that the consumer wanted to relocate the
  cameras and a return trip was scheduled for 9/19. Safe Haven went to the
  residence on 9/19 but did not receive any communication from the consumer towards
  the contact attempts made in order to gain access to the residence to complete
  the service visit request. **** ******* contacted Safe Haven and requested a
  tech manager be rescheduled to return to the residence because the system was
  not working. When the technician arrived on 9/24, **** ******* advised she
  needed a new tutorial on the panel in addition to the relocation of the
  cameras. The technician relocated the camera in an area that sufficed the
  consumer’s wishes, and provided her user education tutorial on the security panel
  before leaving the residence.
  Safe Haven
  did not receive any further contact from the consumer until 11/17. **** ******* placed
  a cancellation call request on 11/17 and was provided the early termination fee
  quote outline within the “ IMPORTANT TERMS & CONDITIONS” on page 5. **** ******* expressed her frustrations over the previous camera placement that had
  been readjusted to suffice her request on 9/24. **** ******* advised that the
  area she most desired did not have power supply and that the previous location she
  authorized the technician to relocate the camera on 9/24, no longer sufficed for
  her. Safe Haven advised the consumer she was no longer within her right of
  rescission and that her concerns regarding camera placement did not make her eligible
  for a penalty -free release. Safe Haven advised **** ******* if she wished to
  proceed with her request, she would be subject to the early termination terms.
  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 terminate the services penalty free. **** ******* entered into the
  agreement willfully and acknowledged she understood the terms of the agreement.
  **** ******* was provided a rescission period outlined under the “Notice of
  Cancellation” and failed to exercise her right within the allotted time frame. At
  this time, should *** ******* want to move forward with her cancellation
  request she would be subject to the early termination fees. Safe Haven
  encourages **** ******* to contact us if she wishes to forego cancelling, to
  schedule a return service appointment with the associated trip fees to provide
  resolution to any system errors she may be experiencing. Safe Haven can be
  reached directly 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: 12/11/2022

  [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: I requested a camera be placed at my front door inorder to view everyone that comes to my door or surrounding it.  I was told by man who called and the person (****) who came out.  I asked specifically was they going to put a camera at my front door and was told yes.  only for them to come out and say they didn't check the first time they came out to see if one could go there.  I told him that the location where he claimed he only could put it wasn't good enough because I don't have a good visual of who is at my front door.  He said that all they could and this location you can see more coverage area.  I said where the camera is you can only see the side of a person, he said well when they hear the chirp from the camera they will turn around.  I said but there still isn't a good view and that isn't guaranteed.  I called several times to let them know that this wasn't working and initially I wasn't told that I would have to hire an electrician to have additional work done in order to have a camera installed at my door (which is what i wanted and is paying for).  If this would have been told to me initially I would have not got this service and went with someone else.  he second guy they sent who was supposed to be an experienced installer came and said that the initial guy should have told you that you would not be able to get a camera installed at your door unless you paid to have an electrician come out and do some work.  He said the electrician needs to removed the door frame drill a hole in the floor and then run wires down through the floor. 

  When they called they didn't ask me if I had internet service.  I hadn't even moved in and they knew that.  The initial guy came one day and then I gave them the date I would have internet.  I received a text with my appointment date.  I sat and no one came, I called and got a message that the office was closed because it was saturday.  I called the guy ***** who initially called me and left a voicemail.  I got another text with another date and again no one showed up, I called the John (the initial tech) on the number he gave me and ask if he was coming he said that he has been off from work due to a death in his family and he wasn't sure who was scheduled to come.  He said that he would call his supervisor and find out what was happening.  He called back and said that his supervisor said that they didn't have me on the schedule and he doesn't know why or who is sending me these texts from the company with these appointments on them.  At that time **** let me know when he would be returning to work and we scheduled a Saturday appointment.  The day of the appointment I waited almost 2 hours after my scheduled time and I called **** asking if someone was going to show up because I have sat for 2 hours waiting and no one has shown or called.  He said that he could come but it would be at 4:30 my appointment was scheduled for 10:00 a.m.  I wouldn't be available at 4:30 because I had scheduled my day for a 10:00 a.m. appointment.  I had to reschedule, this again is wasting time and money because I don't have the service that I am paying for.  I called them and said its been a 1 and 1/2 months and my service isn't completely installed and I'm paying full price.  They service guy makes you sign online because he said they didn't have any type of paperwork or business cards, or signs, before they finish your work.   I've called Safe Haven multiple times and expressed how displeased I am with this service and what I was told.  if someone comes to my door you can't make out who they are at ALL because the camera is too far away.  I want to see a few not an image of a person.  When I called and told them at the company I was told by one of the smart customer service reps if someone breaks in we will alert the police.  That's not the point.  They also said Mama if you want the camera located at your door you need to pay to have an electrician to do the work we are not going to pay for it.  I said if I would have been told this in the beginning I would have made another choice.  I want a camera so that I can see who is at my door not who is pulling up to my driveway.  

  I called several times complaining about service and wanting to cancel.  They were untruthful, and didn't provide the service that I asked for. They continue to tell me that I only had 3 days from the initial install and I need pay a fee of $1,500 for early termination.  I will tell anyone NEVER EVER do service with them they are unprofessional and will do anything to get your money.   I've read multiple complaints about this company and have seen several suits against them for unfair practices.  I wished I would have searched about this company prior to signing up with them.  They are crooks.    I would like a refund of my money and contract terminated.   I'm so over this company.   They are giving ADT a bad name because I will NEVER do service with them again.  

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

  

  Business Response

  Date: 12/20/2022

  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
  consumer authorized she read and understood the terms of the Broadband rider
  that governed internet capability requirements. The consumer also advised the
  technician at the installation she would contact Safe Haven at a later date once
  you have the required internet capabilities for the cameras to operate. *** *******
  agreed to the contract terms prior to receiving internet or having the cameras
  installed with operational features.  The
  consumer had all of the contractual information in her possession to review and
  choose to move forward with signing the contract terms, including the Broadband
  Rider. Safe Haven did not force *** ******* to schedule her installation or to
  sign the contract. Safe Haven did not withhold the contract terms advising her
  she would be responsible for the monthly service rate should she fail to
  provide the required resources for camera functions, and provided an explicit rescission
  period that began the day of the installation.
  Supplemental
  devices do not provide eligibility for a penalty-free release, as they do not
  cause an interruption to the alarm monitoring services. Altering the positioning
  of a camera based on a consumer’s preference is not something that would alter
  the contract terms. Safe Have has provide professional advisement of what the consumer
  would need to do in order to suffice her request. If the location in which a
  consumer wants a camera to be placed is unable to be placed due to the
  conditions of the residence, it would be at the discretion of the consumer to
  make the necessary alterations provided by Safe Haven. Safe Haven is not liable
  for alterations needed for a preferential request. Should a consumer want to
  terminate services due to any of the above, they may do so with the associated
  early termination fees.
  After
  reviewing the rejection, Safe Haven is unable to refund the customer any money
  or terminate the services penalty free. **** ******* entered into the agreement
  willfully and acknowledged she understood the terms of the agreement. **** ******* was provided a rescission period outlined under the “Notice of
  Cancellation” and failed to exercise her right within the allotted time frame.
  At this time, should *** ******* want to move forward with her cancellation
  request she would be subject to the early termination fees. Thank you for your
  time.

  Customer Answer

  Date: 12/28/2022

  [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: I wasn't provided the service that I requested and Safe Haven is forcing me to pay a monthly fee for what they decided they would give me.  I want a refund and contract dissolved.  
  
  Regards,
  
  ********* *******

• Initial Complaint

  Date:11/14/2022

  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.

  I am making a complaint about abuse of the elderly. On October the 15th a young lady come to our home, she say she was a sales person from ADT. She went in the home and told what needed to be done. Told us the monthly price for service $63 with some change plus tax, 68.05. And installation which was $129.
  On Oct 22. The technician came to do the installation. He charged us alot more money over $2000.
  He said, instead of the $63 each month your bill will be just $100 for the next 3 years, to cover the "equipment " cost.
  Nothing was ever said about applying for a credit card from a credit card company. He told her we just need to check your credit.
  Now she received a bill in the mail from Synchrony Bank, for $2545.24.
  I am making this complaint because she is older, 70. And this was done underhand. And he was not clear to her what he was doing. This this a scam. And he/they took advantage of her. They need to take back the equipment they put in her home!
  We need your help please.

  

  Business Response

  Date: 11/28/2022

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made for 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 reviewing
  the complaint, Safe Haven is disappointed that the consumer is unable to recall
  the explanation of the charges provided at the time of the installation and
  within the contract. After further investigation of the account, Safe Haven did
  not find any evidence that there was any improper conduct performed during the
  collection of necessary documents required to be authorized.
  On
  October 15th, 2022, Safe Haven collected an electronic signature from *** ****** authorizing the installation of services to be installed on October 22nd,2022.
  Safe Haven provides consumers an Installation Work Order prior to the
  installation. 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 billing method to be used for
  the services, and the length of terms for the services installed by Safe Haven.
  During
  the installation, *** ****** signed a home customization sheet authorizing additional
  equipment to be purchased and installed in the residence. This document included
  a handwritten signature from *** ******, and was collected in addition to the
  electronic signature for the thirty-six (36) month agreement with Safe Haven
  for ADT monitoring services. Both of these documents outline additional
  equipment being purchased, more specifically page 3 of the contract listed under
  “ Section 5. Equipment to be Installed”. 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 additional equipment purchases made at the installation. The
  contract provides time stamp and date analytics of when the contract was
  received, reviewed, and signed. Additionally, 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. At the
  installation, *** ****** did not have Wi-Fi connected, so she scheduled a
  return trip for a technician to install the cameras on November 22nd,2022.
  On
  November 14th,2022, Safe Haven received a call from ***** ******* advising disputing the synchrony account and charges. The consumer advised the
  technician told her and her mother he would be charging more for the equipment
  and that her mother agreed, but that the amount was not what he had explained
  or that it was going to be two separate fees. Safe Haven advised the customer
  of the financing that occurred at the installation, but *** ******* stated she
  was under the impression the additional fees for the equipment would be paid to
  Safe Haven not with another company in addition to a credit card.
  Safe
  Haven is unable to cancel the synchrony balance or allow the equipment to be returned
  outside of the rescission period. *** ******* signed an Installation Work Order,
  Home Customization Sheet, and Contract acknowledging her authorization for the
  terms within each. Should *** ****** want to dispute the validity of the Synchrony
  account, she will need to contact Synchrony bank. Safe Haven has not found any
  evidence to support the allegations listed with the complaint. Thank you for your
  time.

• Initial Complaint

  Date:11/14/2022

  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.

  Had ADT/Safe Haven system installed July 2022.
  
  First, the price and equipment quoted were a lot different than what was sold to me. A portion was supposed to be included as part of the preferred package through my home loan provider. Then on top of that, there was supposed to be $1000 in credit towards ADDITIONAL equipment. Instead, that was applied towards the basic equipment that was sold as being included in the package and the costs were a LOT higher. My wife was home and did not know what I had agreed to with the package so she signed and paid the additional. When I tried to correct this, they spoke over me and would not resolve the issue. Further, the prices and costs were NOT discussed until after installation when the damage to my home had already been incurred and removing the equipment would have left holes in my walls, etc. Further, not all of the equipment promised was included.
  
  Second, the system was installed incorrectly. We had a tech come back out a couple of weeks later but still not resolve the issues. A month ago, my family experienced an antisemitic defacement of our property that was not captured on camera because of the issues with the set up. A manager came out the next time and said that he fixed it, but there are still issues. Today, we had someone in our backyard, within 25 feet of the camera in perfect line of site and it did not pick it up at all. By the time we got out back with our dog, he was already back outside of the fence.
  
  Anytime I have called to escalate, I keep getting only offered to be transfered to the technician manager for the local area--when I want to escalate this higher. I cannot even get the call center to provide me with their supervisors when they will not listen to what I am saying.
  
  Safe Haven/ADT seem to be in the business of selling to make profit at any cost, including lying to customers and never providing services or equipment promised. It is a scam.

  

  Business Response

  Date: 11/29/2022

  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 been in contact with the consumer since November 14th,2022. Safe Haven has been attempting to contact the consumer in order to work on an amicable resolution. Safe Haven’s last point of contact was earlier today, November 29th. *** ****** requested a call at a later time outside of corporate office hours. Should any additional events occur, Safe Haven will provide additional updates. Thank you for your review.

• Initial Complaint

  Date:11/14/2022

  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.

  ADT is charging me for a security service when the equipment isn't installed all the way. I happened to find out looking at my monthly credit card statement. I have called them several times and just get the run around. I can't continue to waste money for a service that's not even working. I have called them several times and just get excuses. This company is nothing but a scam.

  

  Business Response

  Date: 11/28/2022

  Dear
  Better Business Bureau,
  

     Please accept this as Safe Haven
  Security Services, LLC (“Safe Haven”) formal response to the complaint made by Pamela
  *****. 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 spoke with the customer directly to help
  provide resolution assistance to the concerns listed within the complaint on November
  3rd,2022.
  Safe Haven’s customer support team
  spoke with Ms. ***** and advised cameras had not been installed at the installation
  due to the internet capabilities of the home required by the consumer to
  provide to obtain service.  Safe Haven offered
  to arrange a technician to visit the residence to address her camera
  installation concerns and Ms. ***** authorized a service appointment to be
  scheduled for November 5th,2022. Safe Haven advised Ms. ***** that an
  account credit request would be made to ADT on her behalf regarding the monthly
  billing. Safe Haven confirmed that Ms. *****’s account was credited $129.42 on
  November 10th, 2022.
     On November 5th, 2022, Safe
  Haven visited the residence and received confirmation from ADT’s main monitoring
  source that the system had been being monitored since the installation date (May
  31st,2022) and was currently sending signals of it being monitored.
  While onsite, the technician noticed the transformer had been unplugged and connected
  the transformer to a new panel to show Ms. ***** the transformer is what
  connects the power for the panel to function. Ms. ***** declined having the
  outdoor cameras installed and advised she would contact Safe Haven at a later
  date once she updated her Wi-Fi. Safe Haven advised Ms. ***** she would need to
  have an electrician professionally install wiring for a door bell in order for
  Safe Haven to connect the owed doorbell camera once she was ready for a return
  visit
     At this time, Safe Haven has addressed
  all of Ms. *****’s concerns. No further action needs to be taken. Should Ms.
  ***** have any additional concerns, Safe Haven encourages Ms. ***** to contact
  us directly at ************* ******* ****** * ****** ******* ******** ***** ****** *** ***** ** ****** ** ******* * ****** *** *** ******* *** ******** ******* **** *** ***** ** ******************************** ***** *** *** **** *****

• Initial Complaint

  Date:11/11/2022

  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.

  Hello, local agent came over and apparently sold one thing with lots of promises. Do have home security video of all the offers. So upon review of the details list on this contract I came across incorrect details as to offers and actual names. Currently being harassed to pay 75% of the remaining contract. I did not sign for this contract to start with. Safe havens options are to start a new contract or pay fees. I’m currently a pastor with temple of open bible and will be assigned to Guatemala region. Which safe haven doesn’t provide services in.

  

  Business Response

  Date: 11/29/2022

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint by ****** ******** in association 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
  reviewing the complaint, Safe Haven is disappointed that the consumer is unable
  to recall the terms of the agreement authorized at the time of the installation
  and within the contractual terms. After further investigation of the account, Safe
  Haven did not find any evidence that there was any improper conduct performed
  during the installation or collection of the necessary documents to be signed
  to obtain the services,
    On
  October 28th, 2021, Safe Haven collected an electronic signature from *** ******** authorizing the installation of services to be installed on October 29th,2021. Safe
  Haven provides consumers an Installation Work Order prior to the installation
  that outlines the details of the installation and terms. This document reflects
  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.
  *** ******** also conducted a verbal authorization recording verifying the spelling
  of his first and last legal name as “****** *********. When Safe Haven utilizes
  credit reporting for eligibility to obtain services, Safe Haven is required to
  use the name pulled from the credit tracking. A consumer is given the opportunity
  to review, change, or alter anything within the contract during the rescission
  period. During the installation, *** ******** authorized an electronic signature
  placed in the 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. 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
  services Safe Haven provides,
  The
  contract provides time stamp and date analytics of when the contract was
  received, reviewed, and signed. A copy of the completed contract is sent to the
  email address authorized by the account holder immediately after it has been
  authorized. Additionally, 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. Safe Haven did not hear from the
  consumer over a 12-month period following the installation of services.
  On
  November 10th,2022, Safe Haven received a notification from ADT advising of *** ********'s cancellation request, and Safe Haven contacted *** ******** with
  different relocation options to help avoid early termination fees. *** ******** replied
  to the email originally sent to the email address listed on file (*************************)
  from a different email address (******************)
  stating he no longer had access to that email. Safe Haven contacted *** ******** by phone and he acknowledge the contract but disputed not being able to use the
  equipment that was provided by Safe Haven. *** ******** expressed frustration
  over another company not being able to utilize the equipment Safe Haven had
  given after he removed it from the residence on ******* ***** to his new residence
  in Georgia.
    After
  review of the allegations made within the complaint and the desired settlement,
  Safe Haven has already made contact with the customer and advised the contract
  terms stand. *** ******** can refer to the Installation Work Order and the first
  page of the contract under the “FINANCIAL DISCLOSURE” for the agreement terms.
  Page 5 includes the “IMPORTANT TERMS AND CONDITIONS” in reference to term 2
  listed under, “EARLY TERMINATION OF THIS CONTRACT”. *** ******** has acknowledged
  he understood and agreed to the terms of the agreement entered into October of
  2021. Safe Haven has not been to the residence since the installation, nor has
  *** ******** disputed a contract or the validity of one until he was advised he
  would not be able activate the equipment he removed from his original
  residence. At this time, should *** ******** want to move forward with setting
  up the services at his new residence in Georgia, he would be required to begin
  a new contract. Should *** ******** have any further disputes regarding the
  validity of the contract, he may contact ADT Corporate and request a fraud
  claim packet. Thank you for your time.
  

  Customer Answer

  Date: 12/01/2022

  [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: their  response of me acknowledging or verifying verbally my name is far from accurate. Second of all I did not own the property at the time that contract was done. The previous owners did a Acknowledge and provided video and audio of everything that was said during their meeting.. And what frustrated me the most was that Adt in particular safe haven security. They were the ones contacting me trying to up sale me.trash talking about how misleading sales reps can be. A solution was obtain contacting Corporate. The problem is safe haven and it’s misleading unprofessional customer service. Spoke to several individuals representing Safehaven only one showed some kind of ethical behavior. The three others were out of their minds.

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

  

  Business Response

  Date: 12/08/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal rejection to the complaint by ****** ******** in association with the account listed under ****** *****. Safe Haven provided verbal recordings, electronic signatures linked to the consumer's personal email address, and a handwritten signature provided by the written documentation from the consumer acknowledging the email he initially set the account up with he no longer had access to. However, when *** ******** did, he inadvertently acknowledged he set up the account initially. Safe Haven provided documentation established when the account was set up showing the verified email address on file was used to authenticate the signatures used to complete the documents.

  After review of the allegations made within the complaint and the desired settlement, Safe Haven has already made contact with the customer and advised the contract terms stand. *** ******** can refer to the Installation Work Order and the first page of the contract under the “FINANCIAL DISCLOSURE” for the agreement terms. Page 5 includes the “IMPORTANT TERMS AND CONDITIONS” in reference to term 2 listed under, “EARLY TERMINATION OF THIS CONTRACT”. *** ******** has acknowledged he understood and agreed to the terms of the agreement entered into October of 2021. Safe Haven has not been to the residence since the installation, nor has *** ******** disputed a contract or the validity of one until he was advised he would not be able activate the equipment he removed from his original residence. At this time, should *** ******** want to move forward with setting up the services at his new residence in Georgia, he would be required to begin a new contract. Should *** ******** have any further disputes regarding the validity of the contract, he may contact ADT Corporate and request a fraud claim packet. Thank you for your time.

• Initial Complaint

  Date:11/10/2022

  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.

  On June 6, 2022 I had just moved in to a new house in Delaware and my husband was continuing to work in New York when a technician arrived to train me on the Safe Haven Security system that the builder of our new home provided free to homeowners. Instead of training me on the system, the technician convinced me that the construction workers in our neighborhood were dangerous and we should sign up for the ADT Security System for protection. Before I had a chance to think about it or discuss it with my husband the tech had me initial and sign off on several places on his iPad. I couldn't read much of what I was signing because the print was small and the iPad was in his possession. He actually pointed to the areas where he wanted me to initial and didn't allow me to hold the iPad or read it, nor did he explain any part of the contract except for the installation and monthly fees. As no mandatory cancelation fees were disclosed, I understood that if I changed my mind I would be able to cancel at anytime. After living in the new home for several months, my husband and I determined that the workers pose no risk to us and we don't need the extra security. We tried to cancel ADT for several weeks by phone and they made the process so difficult we put our cancelation request in a letter and mailed it to the corporate office. The letter came back "undelivered". We finally got through to a representative by phone who said "I will cancel your service." We also demanded a copy of the contract, which we did not have. To this day, we still get emails saying that we are not canceled and we need to contact them. I am a senior citizen and I feel like I was misled and taken advantage of. The contract should be voided because it was obtained through deceit. I am hoping that you can help me with this and that ADT and their distributor, Safe Haven, are reprimanded for underhanded business practices.

  

  Business Response

  Date: 11/10/2022

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

  

  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 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 any improper conduct performed during the collection of necessary documents required to be authorized.
  Mrs. ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT monitoring services on June 6th, 2022. 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. 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 billing method to be used for the services, the terms and conditions of the agreement, and the length of terms for the services installed by Safe Haven. In addition to the contract, Safe Haven collected a handwritten signature from the consumer authorizing the equipment package to be provided on the Home Customization sheet.
  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.
  Safe Haven received a request from the consumer on 9/10/2022 to terminate the services. Safe Haven advised the consumer she was no longer within her right of rescission and she would be subject to the early termination terms. Those terms can be found on Page 5 section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT”. On 9/27/2022, Safe Haven received a complaint email from Mr. ****** alleging Mrs. ******’s signature was signed fraudulently, they did not receive user education, and that the services needed to be terminated penalty free. The builder division’s national coordinated responded to the consumer’s allegations, offered to provide user tutorials and provided the identification his spouse provided at the time the signature was collected, in addition to the handwritten one. Safe Haven advised the consumer the contract was valid and would be subject to the early termination terms if they wanted to proceed. When Safe Haven received this complaint, the builder division’s national coordinator attempted to contact the consumer additionally by phone followed by an email on 12/6/2022 to offer additional resolution assistance. At this time, the consumer has not responded to the attempts made by the builder division.
  After reviewing the allegations, Safe Haven is unable to refund the customer any money or void the contract terms. Mrs. ****** entered in the agreement willfully and acknowledged she understood and agreed to the terms of the agreement. Mrs. ****** was provided a rescission period outlined under the “Notice of Cancellation” and failed to exercise her right within the allotted time frame. Safe Haven has not been to the residence since the installation, nor has Safe Haven received any service appointment request. At this time, should Mrs. ****** want to move forward with her cancellation request she would be subject to the early termination fees. Safe Haven encourages Mrs. ****** to contact ****** ******* ** ************* ******* ****** * ****** central time for any resolution assistance. Should Ms. ****** be unable to utilize a phone, she may contact ****** ******* *** ******** *********** ******** *** ***** ** *********************** . Thank you for your time.

  Customer Answer

  Date: 12/07/2022

  [** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: The version of facts presented by Safe Haven is not accurate. As stated in my complaint, the opportunity to review the contract before signing it at any time before or during the installation was not provided to me. There was no disclosure of cancellation terms or the availability of a copy of the contract for my review and records.
  
  
  
  ********
  
  ****** ******

  

  Business Response

  Date: 12/09/2022

  Dear Better Business Bureau
  
  Please accept this as Safe Haven Security
  Services, LLC (“Safe Haven”) formal rejection to the complaint made by ****** ******. The “Certificate Of Completion” disproves any allegations the consumer was
  not provided the contract at the time of the installation. Safe Haven does not
  provide the contract prior to the installation, it is only at the installation
  and after. The consumer was required to utilize her own personal email at the
  installation to accept and sign she understood the contract terms.
  The “Certificate Of Completion”
  found on page 16 provides explicit detail of when the consumer received,
  viewed, and signed the document. The consumer had possession of the contract
  terms the moment she authenticated it.  At this time, should Mrs. ******
  want to move forward with her cancellation request she would be subject to the
  early termination fees. Safe Haven encourages Mrs. ****** to contact ****** ******, at ************* ******* ****** * ****** central time for any
  resolution assistance. Should Ms. ****** be unable to utilize a phone, she may
  contact her via email at ************************ Thank you for your time.

  Customer Answer

  Date: 12/09/2022

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: The "Certificate of Completion" does not disprove my complaint. My initial complaint was clear. The contract was only available on the installer's ipad which was NEVER in my possession. The accusations made in Ms. ******'s refusal of my statement are unfounded. She was not privy to the sequence of events and the failure of the employee to make clear the details of the contract. He literally said, "Sign here, sign here and sign here" as he quickly scrolled through the pages. I had literally just moved in to my home. I had no furniture, no computer and no access to email. I was at the mercy of the employee to clarify exactly what I was signing because I could not read what was on his iPad. Also, to reiterate, I would never have considered the services had the installer not told me that I lived in a dangerous area. I moved here from out of state and trusted that he knew what he was talking about. Recently, I have learned that Milton, DE is one of the safest communities in the state. Ms. ****** says... "the consumer received, viewed and signed the document." I agree that I signed it but I never received or viewed it, nor did the installer ask me if I had access to email or inform me that the contract would only be available to me through email. I am nearly 70 years old and I am accustomed to hard copies when it comes to contracts. I can not think of another instance where I have received a contract after the fact via email.  On the day of signing, I knew nothing of the stipulations outlined in the contract so to claim that I knew about the "Certificate of Completion" on page 16 or that I, "the consumer had possession of the contract terms" the moment I "authenticated it" is blatantly false. The contract may be conveniently perfect for Safe Haven Security Services, LLC but it is wholly inconvenient for the consumer, as I was described, when presented on an iPad with no explanation, clarification or access to the details therein.

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

• Initial Complaint

  Date:11/10/2022

  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 bought our new house on 5/28/22 and were advised that we had a $500 credit to use for ADT security system. On 6/3/2022, an ADT technician came out to install the included security packages and encouraged us to upgrade to a monthly security package. We were promised that we could cancel the service within 6 months without any penalties if we weren't satisfied. On 11/1/22, we attempted to cancel the service, as we do not use it frequently, and do not need the security package. In fact, our cameras were no longer working due to updating our Wi-Fi. We were informed that we actually signed up through Safe Haven dealer, instead of the ADT company themselves-- something we were not aware of originally. We were charged over $1400 in early termination fees and told that the ADT cancellation policy is not honored by Safe Haven Security. Rather than paying the termination, we decided to give it another shot. We attempted to troubleshoot the cameras ourselves with no luck. We called to get a service tech to come out, and we were informed that a visit by a service tech would be $85+ tax. We are absolutely appalled by the customer service at Safe Haven. We would ultimately like to cancel the services without any penalty, but at the VERY LEAST have them come fix the system so that it works without charging us an additional fee.

  

  Business Response

  Date: 11/22/2022

  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 accounts 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, *** **** provided and electronic signature on May 28th, 2022 confirming he read and understood the terms of the agreement. This document outlines, the distinction of the agreement being with an Authorized Dealer, the billing method to be used for the services, the thirty-six-month (36) term for the services installed by Safe Haven, and the conditions of the agreement.
  
  *** **** contacted Safe Haven on November 3rd requesting to cancel the services. Safe Haven advised the consumer he was no longer within his rescission period and was provided a quote for the early termination fees outline within the agreement. Safe Haven provides a three-day right of rescission period for all consumers to enforce at their discretion within the Notice of Cancellation document. Safe Haven received multiple calls from *** and **** **** throughout the day of November 3rd, in which they spoke with four (4) separate representatives in reference to their cancellation request. Each representative advised the ***** of the early termination terms and the fees they were subject to.
  
  During a call from **** ****, Safe haven was advised the consumer has updated the WIFI password and they were needing assistance to reconnect the cameras. The representative offered **** **** two options for servicing; one the would be no cost utilizing our technical support team to help troubleshoot the error remotely, or an onsite visit that would cost an $85 service fee due to the request being falling outside of the warranty terms. During the call, *** **** came onto the line and the representative offered both options and the consumer advised he would not be paying and opted to utilize our technical support team.
  
  Safe Haven’s technical support team attempted to reach out to The ***** on three (3) separate occasion with a total of six (6) contact attempts combined by phone and email efforts from November 11th-November 17th. Safe Haven’s technical support team did not receive any additional follow up correspondence from The *****, nor did Safe Haven’s customer support staff following November 10th. On page 7, under the “IMPORTANT TERMS AND CONDITIONS”, the consumer warranty terms can be found in sections 9-12. These terms state the following,
  “9. LIMITED WARRANTY. During the first 90-days after installation, Dealer (this reference to Dealer does not include ADT) will repair or, at its option, replace any defective part of the equipment Dealer supplies and installs, including wiring, and will make required mechanical adjustments, all at no charge to me…This limited warranty is for My benefit only and may not be enforced by any other person…This limited warranty, and if purchased, the extended limited warranty, provided below, shall replace any other equipment warranty, including without limitation the manufacturer warranty.
  
  10. EXTENDED LIMITED WARRANTY/QUALITY SERVICE PLAN (QSP). If I purchase Dealer's Extended Limited Warranty, which is called the Quality Service Plan or QSP, Dealer will repair or, at its option, replace any part of the equipment supplied by Dealer that requires repair or replacement due to malfunction, excluding wiring and batteries. During the Extended Limited Warranty period, I will be charged a non-refundable on-site assessment charge in the amount of $59 for each service call booking for a Dealer technician to visit my premises for QSP service. On-site assessment charges may vary depending on the geographic location of the premises…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.
  
  11. WARRANTY EXCLUSIONS…THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP DOES NOT APPLY IF DEALER DETERMINES UPON INSPECTION THAT ANY OF THE FOLLOWING CONDITIONS CAUSED THE NEED FOR SERVICE: (A) damage resulting from accidents, theft, Acts of God, natural disasters, labor disputes, war, terrorism, civil strife, electrical surge, alterations or misuse;… (C) My failure to properly follow the operating instructions; (D) trouble in a telephone line, use of non-traditional telephone line or service (including but not limited to DSL, ADSL, VoIP, digital phone, internet-based phone, cellular, radio, etc.) or due to interruption of power; (E) loss or disruption of Internet connectivity; (G) ordinary wear and tear; …or (I) alterations or damage to the alarm system caused by Me or by a cause beyond Dealer's control…Additionally, I understand that I may be required to pay for the installation of new equipment if the installed equipment is, in whole or in part, discontinued or is no longer supported by the device manufacturer and My failure to pay for the installation of said new equipment shall not relieve Me of My obligation to pay any amounts owed for service hereunder. 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 gifts.
  
  12. NO OTHER WARRANTIES. OTHER THAN THE LIMITED WARRANTY PROVIDED UNDER THIS CONTRACT AND, IF PURCHASED, THE QSP, I AGREE THAT DEALER MAKES NO GUARANTEE OR WARRANTY OF ANY KIND, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILILITY OR FITNESS FOR A PARTICULAR PURPOSE, WITH RESPECT TO THE SERVICES DEALER PERFORMS OR THE EQUIPMENT IT PROVIDES…”
  
  At this time, Safe Haven is unable to terminate the services penalty free. Safe Haven encourages The ***** to respond to any of the contact attempts made by the technical support team, or for them to schedule a service appointment with the associated trip fees to provide resolution to any system errors they may be experiencing. Safe Haven can be reached directly at 844-413-1920, Monday- Friday 8 AM-6PM central standard time. Thank you for your time.

• Initial Complaint

  Date:11/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home through ** ****** which came with a "smart home" package through ***. I scheduled an installation and the installer arrived an hour late. He seemed to not have much knowledge of installation and it took him an incredibly long time to even install the panel for the system. We wanted to purchase additional cameras and window/door sensors. We didn't have internet hooked up yet, so security cameras were not installed that night. However we were charged the full purchase price of the system we intended to get without knowing the quality of the cameras. Once we had internet a few weeks later, we scheduled another tech to come out. This tech told us completely different information regarding how the cameras would be installed and what the quality of these cameras would be. At this point we'd already seen the quality of the doorbell provided and were not satisfied with that quality. We told the tech that we would like to not install the cameras and get our money back. We let him know we intended to purchase a ****** doorbell and he insinuated that the ****** products might not work with the *** system. We later learned that if we had gone directly through *** we would have received ****** products with free installation, so that was just a sales tactic. Rather than proceed with the refund we requested, he stepped outside and called his manager who insisted on coming to our house the next day. He and a tech came out the next day (tech arrived late again) and installed the cameras through our attic. They never mentioned if we wanted our cameras to work, we'd have to leave the lights turned on constantly. Also we learned after dark that the cameras are useless and won't even detect a car pulling into the driveway. We were assured there'd be no issues, but there's plenty of issues and now no one will return our calls or emails to discuss removing the products and returning our money.

  

  Business Response

  Date: 11/22/2022

  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 spoke
  with consumer on November 10th to address the consumer’s concerns and
  provide satisfactory resolution assistance. Mr. ******** allowed Safe Haven to
  remove the additional cameras on November 12th, and used the voucher
  that was applied towards the cameras as a credit towards the additional window
  sensor purchase.

  Safe Haven received an email from
  Mr. ******** on November 21st inquiring on his refund and Safe Haven
  issued apologies and advised there had been a delay in processing the refund
  request. Mr. ******** was advised this request would be completed and that he
  should see the amount reflect back to the original payment method utilized
  within 5-7 business days (not including the holiday). Safe Haven encourages Mr.
  ******** to contact us directly at *************************, Monday through
  Friday, 8 AM- 6 PM central time should he have any additional concerns. We
  thank the consumer for his patience and understanding while we work towards
  finalizing his resolution.  

  Customer Answer

  Date: 11/22/2022

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

• Initial Complaint

  Date:11/09/2022

  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 have been calling ADT and the sister safe heaven company to help fix the problems I have been having. They hooked equipment up wrong. System has never worked properly, there are holes throughout my home, in 7 months I have not got a real response even though told every time that they will fix it.. they are continuing to take my money and not fix any problem. I really don't know what to do. I would like my home fixed. And complete refund. I am disabled veteran and have taken both companies to my cousaling sessions. ******* ******* was last person of contact have sent many emails only one response there lead in 6 weeks still nothing. Please help me **************@adt.com I can send you email sent him if have address to forward to it need.

  

  Business Response

  Date: 11/09/2022

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

  

  Business Response

  Date: 11/15/2022

  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 we were unable to assist the consumer with additional service
  visits after May24th,2022.
    After further investigation of the account, Safe
  Haven did not find any evidence that supported the allegations made against
  Safe Haven Security by Mr. *****. On February 10h, 2022, Safe Haven
  collected an electronic signature from Mr. ***** authorizing the installation
  of services and the thirty-six (36) month agreement with Safe Haven Security
  for ADT monitoring services. At the time of the installation, the consumer
  agreed to purchase additional equipment. Safe Haven collected two documents form
  the consumer with hand written signatures authorizing the additional equipment
  to be installed and the payment method to be utilized for the purchase. Safe
  Haven’s last visit to the consumer’s residence occurred on 5/24/2022. A Safe
  Haven technician went to the residence to provide resolutions to the consumer’s
  garage door sensors, relocate smoke sensors, and a carbon monoxide sensor to
  better areas to suffice the consumer’s request. The consumer advised he was satisfied
  with the work but he was not happy and wanted bronze door deadbolts instead of
  the satin nickel that had been previously installed and signed for within the
  contract.
  Safe
  Haven received a call from the consumer on 6/7/2022 requesting to speak with a
  manager. A Safe Haven customer support agent attempted to inquire for Mr. *****
  request to further assist, but Mr. ***** declined and advised he would contact
  ADT Corporate. On behalf of the consumer, ADT contacted Safe Haven on 6/14/2022.
  ADT advised the consumer was upset and was needing a technician out to the
  residence. Safe Haven advised ADT we would need to speak with the consumer in
  order to schedule a service appointment with the associated trip fees. ADT
  connected the consumer to the line and advised of the previous information Safe
  Haven had expressed and the consumer expressed personal feelings of experiencing
  PTSD being a retired veteran. Safe Haven’s customer support agent apologized to
  the consumer about his experience and advised of the associated trip fees in
  order to service the system. Mr. ***** became escalated but was advised by ADT that
  they would credit his account for the trip fee but he would have to pay the fee
  with the Dealer, (Safe Haven) because Safe Haven was unable to waive a fee
  outside of the 90-day warranty time frame.
  During
  the conversation, Mr. ***** proceeded to advise the support agent that his door
  locks were not bronze and he that he was allegedly advised prior that Safe
  Haven would change them and follow up with him for a damage claim that had been
  put in. Mr. ***** advised the support agent he would not be paying to have a
  technician come out and Safe Haven advised we would be unable to schedule a return
  visit. Safe Haven received a work order from ADT on 7/18/2022 to service the
  system and repair any faults including the finish of the door locks . A Safe Haven
  technician manager contacted the consumer on 7/19/2022 and advised the consumer
  that we do not offer bronze door locks and offered to schedule an appointment
  to assess damages but Mr. ***** declined stating he no longer needed Safe Haven’s
  services and would be working solely with ADT before disconnecting the call.
  After
  review of the account, Safe Haven is unable refund the consumer. Safe Haven’s technician
  manager attempted to schedule a service appointment to assess damage claims and
  Mr. ***** declined. Safe Haven is unable to speak on behalf the representative
  mentioned within the complaint, nor does Safe Haven have any knowledge of what communication
  occurred between Mr. ***** and the individual associated at ************************. Safe Haven
  encourages Mr. ***** to contact Safe Haven directly to schedule a service
  appointment with a technician manager to assess the damage claim allegations. Safe
  Haven can be reached at ************* ****** ******* ***** ** central time. Should
  Mr. ***** be unable to utilize a phone, he may contact our customer support
  team via email at [email protected]. Thank you for your time.

  Customer Answer

  Date: 11/15/2022

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

  I felt this company should talk to ADT 

  All, messages with ADT involving them and there  system should be recorded. I feel I tried working with theses ppl at safe heaven unprofessional and destructive to my home and life. They messages between [email protected] should be recorded as well. Before this company gets back in my home. 

  
  
  
  
  I am rejecting this response because:
  
  
  
  ********
  
  ****** *****

  

  Business Response

  Date: 11/29/2022

  Dear Better Business Bureau,

  Please accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response to the rejection response made by ****** *****. Safe Haven cannot speak on ADT's behalf in regards to  their recording policies. Safe Haven cannot speak on the ADT employee referenced in the rejection and encourage the consumer to contact ADT with his concerns mentioned in his rejection.

  Safe Haven has made attempts to offer resolution to the consumer and all attempts have been declined. Safe Haven encourages Mr. ***** to contact Safe Haven directly to schedule a service appointment with a technician manager to assess the damage claim allegations. Safe Haven can be reached at ************* ****** ******* ***** ** central time. Should Mr. ***** be unable to utilize a phone, he may contact our customer support team via email at *******************************. Thank you for your time.

  Customer Answer

  Date: 12/10/2022

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

  
  
  I am extremely confused I thought I entered into a contract with ADT now I am being told that it was a sister company I have contacted ADT they said that this matter would be resolved in four days. They credited my account for thirty days.  No work or resolution took place. I called again and received the same response. I was appreciative that they credited my account again. But what I really wanted was the damage on my house repaired and system working properly 
  
  I am rejecting this response because:
  
  
  
  ********
  
  ****** *****

• Initial Complaint

  Date:11/08/2022

  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.

  I had ADT as my security service. They use Safe Haven to monitor their systems. When I signed up for the service I was not informed that it was going to be in a three year contract with an early termination fee if canceled. I tried to resolve the issue when I first canceled the contract and Safe Haven refused to talk to me. They did not give me a total as to what the fee was going to be nor sent a bill in the mail. I finally talked to somone who informed me that I had a credit to my account. Well, a couple of months later after thinking the issue is no more (present time) I am getting calls from a debt collector saying that I owe over $1,000. This turns out to be to my understanding 75% of the remander of the balance that would have been paid. I tryed to call Safe Haven and they refuse to talk to me they keep saying that the debt collector is the right department which it is not. I have questions only Safe Haven can answer. I understand a set price for an early termination if the customer knows they are under a contract and there will be an early termination fee if canceled. However, I did not know I was under a contract at all. They did not do their job and made sure that I knew this. They have horible coustomer service and are not easy to talk to. When I was trying to talk to them when I first canceled. The representatives I talked to then continued to be rude and have an attitude just because I was trying to reslove the issue due to not knowing I was under a contract. I want this resolved with better customer service. The debt taken care of and any credit reporting taken off if there is any. If they had just talked to me when I 1st canceled the service like I tried to do. I would have been more than willing to pay a reasonable early termination fee. But because they refused to talk to me and now they are being even more rude than they were before I don't feel as though I should pay for a service I have not used.

  

  Business Response

  Date: 11/10/2022

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the complaint made by **** ******** in association to 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 account, Safe Haven did not find any evidence that
  there was any improper conduct performed during the collection of necessary
  documents required to be authorized.
  On
  September 2nd, 2021, Safe Haven collected an electronic signature from *** ****** authorizing the installation of services to be installed on September
  4th, 2021 with a verbal authorization recording. Safe Haven provided *** ****** the customary
  Installation Work Order prior to the installation. The document outlined the
  details of the specialized equipment 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. *** ****** initialed directly
  below the following statement,
  “I
  acknowledge that on the day of installation, the technician will present final
  documentation for signature prior to the install. This will include the 36-month
  ADT Agreement, the Insurance Discount Certificate, and any other forms
  required. I have read, understand, and agree to the above terms.”
  *** ****** entered into the thirty-six (36) month agreement with Safe Haven for ADT
  monitoring services on September 4th, 2021. Safe Haven requires 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, she was presented an
  electronic contract on a mobile tablet. *** ****** accepted the terms by electronic
  signature through a four-digit code sent only known to the signer (*********)
  into the tablet. When this was performed, *** ****** agreed to the terms of the
  agreement including her acknowledgement of it being a 36-month agreement.
  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.”
  Safe
  Haven received an alert from ADT advising the consumer’s cancellation request
  in August of 2022. The account was terminated 9/7/2022 and Safe Haven attempted
  to email the consumer with additional options to avoid the pending early termination
  fees. After the account terminated, Safe Haven did not receive any return
  contact from the consumer over a 30-day time span. Unfortunately, when there wasn’t any communication
  from the consumer, the balance was sent to ****** *** ***** to collect on. Once
  an account has been sent to collections, all communications regarding the
  account balance must be communicated with that agency. *** ****** was provided information
  regarding the length of the terms prior to the installation and after. The consumer
  acknowledged and signed she not only authorized services to be installed, but
  that she understood the terms of the agreement including a contract. At this time
  the balance and the collections status on the account are valid. Safe Haven encourages
  the consumer to contact ****** * ***** directly to fulfill the balance outlined
  within the contract terms agreed upon. Thank you for your time.

  Customer Answer

  Date: 11/11/2022

  [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: 18376245
  
  I am rejecting this response because:  When I canceled the service I tried contacting Safe Haven and ltried asking for the total of which the early termination was going to be. I did respond to the "help" that was given to try to get me to move my service. When I repeatedly stated the I could not take the system with me. I was not given a verbal or written bill. I continued to try to resolve this issue but was given very rude agents to talk to. I finally got somone on the phone that told me I had a credit to my account. That representative might have been from ADT but at the time I was under the impression that they were from Safe Haven. Therefore I stoped contacting to try to get the total. When the salsman came to my house I did authorize the instlation of the system but as for the other signature I was under the impression that I was just signing up for the service not that there was a contract. A few months later I get a call from a debt collector for the fee. After not receiving a final bill in the mail, e-mail, text, or call. I was taken back by this due to not knowing I was under a contract. I get that I should have been more careful before signing somthing. So lets leave the contract out of it. Lets say I did know I was under a contract. That dosent change what happend after I canceled the service with not getting a bill and uncooperative agents. I would have been more than willing to pay the fee the day I canceled the service. One more thing, 75% of the remander of what Safe Haven would have gotten if I had not canceled the service is rediculous. I can understand a set amount of around $300.00 but over $1,000.00 for them to just get in profit is mind blowing. Thank you for responing quickly.
  
  Regards,
  
  **** ********

  

  Business Response

  Date: 11/29/2022

  Dear Better Business Bureau,

  Please
  accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
  to the rejection made by the consumer. When the consumer authorized, she understood
  the contract terms, she agreed to the terms that can be found on page 5 under “IMPORTANT
  TERMS & CONDITIONS”, specifically the terms found in” EARLY TERMINATION OF
  THIS CONTRACT”. The consumer contacted ADT to terminate services and was
  advised to contact Safe Haven for a final bill and failed to do so. The consumer
  was advised verbally by ADT and contractually in writing that she would be
  subject to fees for unfulfilling the 36-month agreement. Safe Haven sent alternative
  options for the consumer to utilize to avoid being assessed the fee via email,
  and was provided detailed explanation of how the fee is calculated. The email
  stated the following,
  “If you choose not to do
  any of the following above you can opt to pay a cancellation fee or have a
  cancellation fee balance remaining on your account. This fee is the remaining
  amount of months you have left currently multiplied by your monthly monitoring
  rate with tax. We only
  take 75% of that cost and that is the total amount you would owe”
  The
  fee is not 75% of what Safe Haven would have gotten if the consumer did not cancel
  the services. Safe Haven upholds the contract terms on how the fee is
  calculated because Safe Haven gets assessed more than 75% of the contract value. Safe Haven does not collect any funds from the consumer throughout the life long of the agreement outside of installation and equipment cost within the first 90days. In the event a consumer terminates services, Safe Haven is not profiting on the fee as the full value of the contract is assessed to Safe Haven by ADT. Unfortunately, when the consumer failed to
  communicate with Safe Haven, the balance was sent to ****** *** ***** to
  collect on. *** ****** was provided information regarding the length of the
  terms prior to the installation and after. The consumer authorized services to
  be installed and the terms of the agreement, specifically the fees owed in the
  event the terms of the agreement are left fulfilled. At this time, the balance
  and the collections status on the account are valid. Safe Haven encourages the
  consumer to contact ****** * ***** directly to fulfill the balance outlined
  within the contract terms agreed upon. Thank you for your time.

  Customer Answer

  Date: 12/01/2022

  [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: 18376245
  
  I am rejecting this response because: As I have stated before it's not a matter of what was in the contract. I have accepted the fact that I did not thoroughly read the terms and agreements in the contract. Therefore I signed something that I should not have. Stating that I was under a 3 year contract. That's not the point though! The point is the fact that I was not given a total for the tetermination fee. Like I told you in the last response if I had been given a total when I was attempting to get that information I would have paid it. I am still having to pay it. I have contacted the collection agency to pay it and I am going to! But I just want there to be an understanding that I was not given a bill or any kind of total for the termination fee. Therefore I was not able to pay it directly after termination due to not haveing a total.
  
  Regards,
  
  **** ********

  

  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 rejection made by the consumer. In the initial complaint, the consumer advised she had not been informed of the terms with Safe Haven, and that Safe Haven had refused to speak with her. In the rejection response, the consumer acknowledged being provided upfront by Safe Haven, but that she did not read it. The consumer also acknowledged she spoke with Safe Haven. Safe Haven attempted to speak with the consumer by phone and email from 5/11-9/19 with no return communication from the consumer. 
  
  Safe Haven provided the consumer additional information to avoid the early termination fees while referencing them and the consumer failed to communicate until after Safe Haven forwarded the account balance to an outside agency. Safe Haven made multiple attempts to speak with the consumer prior to the account being sent to collections that were met with zero following. The consumer did not contact Safe Haven or request for a bill prior to the account being forwarded to collections. Safe Haven has addressed the concerns within the consumer’s initial complaint, and the consumer has acknowledged inadvertently that Safe Haven did in fact provide the information. At this time the balance and the collections status on the account are valid. The consumer has been provided a balance from the outside agency that is currently outstanding. Safe Haven encourages the consumer to contact ****** * ***** directly to fulfill the balance outlined within the contract terms agreed upon. 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: 18376245
  
  I am rejecting this response because:The only thing that I want Safe Haven to acknowledge is that I did not recive form of contact from them and that ehen I was trying to contact them about it the reps were not being cooperative. That is my only request! Safe Have may claim that they tried but I DID NOT receive any of those attempts.
  
  Regards,
  
  **** ********