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:09/02/2022

  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.

  I had a *** security system installed by Safe Haven security after a sales rep came to my house and gave loads of false information regarding the system and services. Now neither the front door camera or door bell camera work. They have had to come out and fix it multiple times. At this point, the door bell camera completely doesn’t work. I have came out of my own pocket to install a internet mesh system that they said would fix the issue. No other device has any problem in my house besides the cameras from them. A service guy just left, unable to get the door bell camera working. I have a security system with no door bell camera that I am paying for. They want to charge a termination fee for a product and service that they sold me but are not providing. I want my contract terminated with no fees immediately and they can have all their faulty equipment that is not protecting my home back. This is not home security if it does not work. I will not pay $1000s of dollars to terminate a contract for products that do not work. You have broke the contract by not providing the services that I am paying for.

  

  Business Response

  Date: 09/15/2022

  
  Dear
  Better Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by ******* *******. 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. Safe Haven spoke with the customer directly and scheduled a
  service appointment to be completed on September 2nd, 2022. Safe Haven
  went to the customer’s residence to get the doorbell camera to function and
  advised the mesh network through her preferred provider (********) is not permitting
  the doorbell camera to learn into the system and removes the device from the
  network. Safe Haven offered to replace the doorbell camera with an outdoor
  camera to place in the driveway but the customer declined. Safe Haven advised
  the customer they would need to contact their internet service provider as the supplemental
  devices operate only on the WiFi within the residence.
  Safe
  Haven is unable to offer a refund; repair; or complete any additional service
  request as we have not been contacted since our last visit on 9/2/2022. Safe
  Haven is unable to issue a refund as the device the customer is wanting
  requires sufficient internet resource and is listed within the contract under
  the responsibility of the consumer. The customer may reference the “IMPORTANT
  TERMS AND CONDITIONS” from pages 5-9. Specifically, term 18” ALARM SYSTEM
  COMMUNICATION” and term 21, “DELAYS”. A copy of the contract has been attached
  for reference to the terms below. Page 5 section 2 titled as, “EARLY
  TERMINATION OF THIS CONTRACT” states,
  “I
  AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
  RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
  TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
  THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
  (B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
  AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
  At
  this time, Safe Haven invites the customer to contact us directly so we can
  better assist her with any concerns he may have once they have spoken with their
  internet provider. Thank you for your time.

  Customer Answer

  Date: 09/15/2022

  [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 were suppose to receive a call from the service manager regarding cancelling the services with no termination fee per our LAST CALL ON 9/2/22. We had a **** mesh system installed as suggested by your service techs AND YOUE PRODUCTS AND SERVICES STILL DO NOT WORK! There is full internet signal throughout the entire house and no other device in the home has ANY ISSUES except my *** products installed by Safe Haven. If you actually reviewed the account or properly NOTATED the account you would see this information. YOU ARE NOT FULFILLING YOUR CONTRACT AND PROVIDING THE SERVICES THAT WERE SUPPOSE TO BE RENDERED. Your faulty cameras and service panel continuously FAIL and do not work. Your own service reps can’t even get it to work. There is no issues with my internet, it is with your products. Either get my entire system working or cancel it with no termination fees.

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

  

  Business Response

  Date: 09/27/2022

  
  Dear Better
  Business Bureau,

  
  Please
  accept this as Safe Haven Security’s formal response to the rejection made by the
  customer. After reviewing the comments made within the rejection, Safe Haven went
  to the customer’s property on 9/22/2022 and replaced a sensor.  The initial issue the customer sent in regarding
  cancellation were due to the function of the devices that operated off of the Wi-Fi
  in the home. Safe Haven has advised the functionality of supplemental devices
  that require internet are at the responsibility of the consumer. The contract
  expresses this information and is not something at fault of the dealer. Safe Haven
  has performed six (6) service appointments since the installation that were in
  regards to the internet within the home not being sufficient under the responsibility
  of the consumer.
  A
  service appointment was completed on 9/20/2022 for s back door sensor that had
  the tamper sensor triggered in addition to the internet strength causing malfunction.
  Safe Haven advised the customer to contact their internet provider. An
  additional service appointment was scheduled on 9/22/2022 to replace the shock
  sensor on the back door from triggering. There are no trouble signals conditions
  reporting or errors reflecting on the account. The last signal strength reported
  for the system reflected at 4 bars on 9/24/2022. At this time, Safe Haven invites the customer to
  contact us directly so we can address any further concerns she may have. Safe
  Haven has also reached out to the technician manager to contact the customer directly,
  as there were no notations of the customer requesting to speak with the Technician
  manager or any notations that a Technician Manager would be reaching out. Thank
  you for your time.

• Initial Complaint

  Date:09/01/2022

  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 signed a contract and established *** service through Safe Haven Security Services, LLC in November 2021. Prior to signing the contract, I was told that one of the benefits as an active-duty service member, we could terminate the service without penalty if we deployed or PCS. I retired on March 1 and we are moving to my home of record. I called *** with no issues canceling. Then was told I had to contact Safe Haven the authorized dealer to finish the cancellation. I was told by a Safe Haven customer service rep the waiver of the early termination fee did not apply to my situation. I asked where in the contract it stated that and was told it was Safe Haven Corp policy and not in the contract. I asked for a copy of the policy that stated I was not entitled to waive early termination as a retiring military member moving. I was told it was just their policy and she was sorry if that was not conveyed by the technician and that I would still incur the 75% early termination fee. This is extremely disappointing. At this time, we do not want to take this service with us, our living situation is fluid, and we cannot guarantee when we will be in more permanent housing. We would not have established service without the assurance that we could terminate if we chose to take our final PCS. A PCS move is defined as a move between one duty station and another, or between your final duty station and home of record upon retirement or discharge. There is no way we could have known this benefit does not apply to our final move. This is a terribly deceitful business practice to tout this as a benefit and not stipulate under what circumstances it applies. We should not be penalized for the lack of clarity in policy. The customer service manager would not provide me with a higher level of authority to help with this matter therefore I contacted the BBB for assistance.

  

  Business Response

  Date: 09/15/2022

  Dear
  Better Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by
  ******** *******. 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 account, the customer entered into
  a thirty-six (36) month agreement with Safe Haven for *** monitoring services
  on November 17th,2021. Safe Haven has advised the customers the we provided a
  courtesy to the contract for active-duty military to be released in the event a
  military relocation occurs. Safe Haven also provides relocation options in
  addition to military release so that the customer may choose to relocate the
  services at their discretion.
  Safe
  Haven provided the customer with different relocation options via email on
  September 1st, 2022. These options outline different relocation
  options provided by Safe Haven as a courtesy. Within the first paragraph, there
  is an option that permits customers to send in proper documentation to qualify
  for military release. Safe Haven states within the relocation options the
  following,
  "Should
  you be moving due to active-duty military overseas or moving onto base and can
  provide orders, you will be released without penalty." 
  Safe
  Haven understands some service members are moving due to personal choice/
  retirement and that is at the discretion of the customer. When this occurs and
  proper documentation (PCS Relocation orders) are unable to be provided, we do
  have to hold the customer to the contractual terms signed and agreed upon in
  the event they would like to terminate services early. 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 complaint, Safe Haven cannot speak or comment on conversations of
  hearsay. Per the contract, Section 26 ENTIRE AGREEMENT CONTRACT,
  “This
  Contract constitutes the entire agreement between the parties. I am not relying
  on the Dealer’s advice or advertisements. Dealer is not bound by any
  representation, promise, condition, inducement or warranty, express or implied,
  that is not included in writing in this Contract. The terms and condition of
  this Contract apply as written without alteration or qualification, unless a
  change is approved in writing by the Dealer authorized representative. The
  terms and conditions of this Contract shall control and govern even if there
  are other document with inconsistent or additional terms and conditions. If a
  court determines that any provision of this Contract is invalid or
  unenforceable, that provision shall be deemed amended and enforced to the
  maximum extent permitted by law. Each and every other provision of this
  Contract shall continue to be valid and enforceable.”
   At this time, Safe Haven has yet to receive
  any proper documentation qualifying for a military release. Safe Haven invites
  the customer t [email protected] so that we can help assist with
  the cancellation process. If the customer is unable to provide such orders, we
  would have to hold her to the contract terms.  Safe Haven can be reached directly at ************, Monday-Friday 8AM- 6
  PM central time. Thank you for your time. terms and his current collections
  status. Thank you for your time.

• Initial Complaint

  Date:08/31/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Realtor and Safe Haven has the ability to see when I close a deal. They then harass me (I've asked ***** ********* to stop emailing me at least three times) for my clients information to sell them a system and offer me $200 for it. My business is built on my loyalty to my clients and I would NEVER sell their information. ***** sales practices lack integrity and their sales people will continue to try to bribe Realtors to the point of harassment until they get what they want. I will never use their services, nor would I EVER recommend them to my clients.

  

  Business Response

  Date: 09/15/2022

  Dear Better Business Bureau,

  Please accept this as Safe Haven's formal response to the request made by the consumer. Safe Haven has added the Realtor's information to our " Do Not Contact/ Do Not Service" list to ensure no further contact is made. Thank you for making us aware of this request.

• Initial Complaint

  Date:08/31/2022

  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 have been trying to cancel my services for four months with a six month moneyback guarantee I’ve had nothing but issues with the services and that is the reason I would like to cancel my services I cannot get a hold of anybody at safe haven security it redirection to *** which they say they can’t help me and that I need to contact safe Haven I do not want technicians in my house more than I already have they’ve been out twice for the same issue my daughter is immune compromised and when I was speaking to the gentleman last night he seemed like he did not care about my feelings and said that they would contact me within the next 24 to 48 hours I have not received a phone call like in months past this is becoming unacceptable but they still want me to pay my bill for services that I do not want due to the unsatisfaction what’s the alarm system any help from you would be very appreciated thank you

  

  Business Response

  Date: 09/15/2022

  Dear
  Better Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by ******* ***** 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 account, the customer entered into a thirty-six
  (36) month agreement with Safe Haven for *** monitoring services on February 12th,
  2022. Safe Haven did not receive any communication from the customer about the
  system until April 14th, 2022.
              Safe Haven spoke with the customer directly
  and scheduled a service appointment to be completed on April 16th,2022
  Safe Haven’s technician went to the resident and replaced the sensor that was
  signaling a tamper issue, relocated a sensor into a new area, and did a full
  diagnostic test to ensure the system was performing under its standard
  function. Safe Haven has not received any additional contact attempts from the
  customer since that service appointment. Safe Haven has researched our database
  and have not found any additional call/ email attempts from the customer
  referenced in the complaint.
              Safe Haven would like to ensure the customer
  has our direct contact information so that we may provide a resolution to the
  system. Safe Haven can be reached Monday- Friday, 8 AM- 6 PM central time by
  phone and by email at ***********************.
  When services are established, the customer signs a contract giving
  authorization to establish services and acknowledges the limitation of
  liabilities assessed to the dealer. Safe Haven does not outline a six-month
  money back guarantee nor do we reference one on our website, or include one in
  any of the documents that have our terms and conditions listed. Safe Haven
  understands the confusion in which a consumer may have when referencing ***** six-month money back guarantee and we do honor a six-month service money back
  guarantee for the monitoring services with eligible conditions. A money back
  service guarantee is only eligible after Safe Haven has made attempts to
  resolve a consistent system-related issue and are unable to resolve that issue
  within the first 6 months of the contract. When "system" is
  referenced, this means the security system, not cameras, thermostats, lamp
  modules, etc. as those devices are supplemental to the system and not a factor
  in the functionality of the actual security system. Conditions preventing
  normal system operation cannot be caused by the customer. The guarantee is an
  operational guarantee not a satisfaction guarantee.
              Unfortunately, we do not have on
  record of events or attempts reflecting that Safe Haven has been notified of
  services related issues and been permitted to attempt resolution on them outside
  of the singular service appointment conducted and completed in April. Safe
  Haven is unable to refund the customer or cancel the services penalty free. A
  copy of the contract has been attached for reference to the terms below. Page 5
  section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
  “I
  AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
  RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
  TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
  THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
  (B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
  AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
  At
  this time, Safe Haven invites the customer to contact us directly so we can
  better assist him with any concerns he may have. Thank you for your time.

• Initial Complaint

  Date:08/29/2022

  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 opened a contract with ***/Safe Haven for home security in January 2022. Everything was fine. In April of 2022, I wanted to add a Doorbell camera, and a second outdoor security camera to the upper level of my home which is the west side of my home. The tech arrived to do the install only to tell me that he could not do the camera install on that side of my home due to there not being an outdoor outlet, so he suggested that I get a 2nd doorbell camera provided by him installed on the inside of my wood panel fence. I grew frustrated he completed the installation of both doorbell cameras. But I asked about why are there 2 completely different systems do they work in sync? He replied "no due to the first camera being installed by Safe Haven they have their own equipment" the systems are different. So now here I have a wall panel hub that was installed in January by Safe Haven and a desk hub (provided by ***) that operates differently off of different systems but I'm being billed by *** every month. So much confusion I'm now realizing that Safehaven did the 1st install and they are a 3rd party dealer and *** just did the latest install. My system a couple of weeks later started to malfunction. Contacted *** they never tried to fix the situation my service was out and the equipment not working. The local branch was supposed to contact me they NEVER did so I wanted out I called many many times and they ran circles around me until the time ran out for a refund. In August all of a sudden I'm receiving emails from safe haven saying I need to cancel with them but I need to pay 1900+ dollars by 8/29/22 before it goes to a collection agency. I'm so frustrated I feel like I was scammed and neither *** nor Safe Haven cared they just wanted the money all along and never provided me with adequate service. I had working service Jan-April, Non-working service April-Now 8/28/2022. Why should I have to pay for something I didn't recieve?

  

  Business Response

  Date: 09/15/2022

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the complaint made by ****** ********. 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 account, the customer entered into a thirty-six
  (36) month agreement with Safe Haven for *** monitoring services on January 27th,2022.
  Safe Haven did not receive any communication from the customer about the system
  until March 26th,2022. Safe haven received a work order for issues occurring
  with the camera installed and provided resolution to the camera by phone on
  March 29th,2022.
  Safe
  Haven did not receive any further communication from the customer until May 5th,
  2022. On May 5th, 2022, Safe Haven received a service inquiry from
  the customer on how to use equipment from a recent installation. Safe Haven
  reviewed the account notations and found that Safe Haven had not been to the
  customer’s property since January and the equipment inquiry was in reference to
  equipment installed by ***. The customer contacted Safe Haven on May 12th,
  2022 and advised she was unaware she needed to contact Safe Haven directly to
  purchase equipment and that the equipment installed by *** was not working.
  Safe Haven advised we were unable to service equipment that we did not install
  orhave warranty on and that she would have to have servicing conducted by ***.
  Safe Haven connected the customer during the call to *** to make a service
  request with them directly.
             Below, Safe Haven received a notice
  from *** on June 6th, 2022 and Safe Haven provided the following
  response,
  “*** EMAIL- SERVICE INBOX
  Please review camera/doorbell ********* for ****** ********. There’s a service
  call ************ scheduled for Wed 6/8/22 to address cust issues. It's less
  than 90 days so I emailed dlr iss for Safe Haven to address equipment issues
  the cust is having. Dealer should be the ones to service this customer. Site
  ******** **** * **** *** ********* ** ***** installed by Safe Haven 4/26/22.
  Equipment issues go back to dealer as customer is saying she wants a camera and
  doorbell instead she got two doorbells. Please send your tech to this service
  job.
  
  REPLY:
  
  Good Afternoon,
  
  Thank you for contacting Safe Haven Customer Support. Safe Haven
  representatives spoke with Ms. ******** on 05/12, and was advised that she
  purchased a ****** doorbell from *** Corporate, and that was the equipment in
  question that was not working. Safe Haven advised Ms. ******** that we cannot
  service any equipment that was not purchased through Safe Haven and was
  directed to contacting ***. This information will still hold true as Safe Haven
  did not install the doorbell. For further assistance with Ms. ********, ***
  will need to dispatch a technician.
  
  Thank you.”
  * **** ** *** ******** *** **** ******** *** ********* ** *** ***** ****** **** * ******* * ****** *** ****** *********** ** **** ********* *******
  ** ***** **** *** ******* *** ***** **** ******** *** ***** ** ** ********* ** ******* *** *** *** *** ******** *** ******** ***** ** * ****** ** ********* ********* **** ******** ****** *** ****** ** * ***** ***** ** ** ****** ******* **** ******** ****** *** ******* **** *** * ****** *** ***** ** ********* ** *** ****** * **** *** *** ** *** ********* ***** ******* ******* ******** **** ****** ** ******* *********** ** ******
  **** ***** *** *** ******* *** ******* ************* **** *** *** *** ******** ***** **** ***** ***** * ************ ****** *** ****** ** *** ******* *** **** ***** ********* *** ******** ** ******* *** ******** ******* *** *** * ******** ******** **** *** ***** ****** **** ***** ******* *** ******** *** ***** *********** **** *** **** *** ******* ********* *** *** ******* ****** *** ******* ******* **** ******* ** ****** ***** *** ******** **** * ******* ********** * **** **** ********* *** ******* *** * **** *** ***** ******* **** **** ** ****** ***** **** ***** ******** * ****** ** **** **** *** ******** ********* ***** *** ****** ** *** ******* *** *** *** ******* ** *** ******** *********** ********* ***** *********** ***** **** ***** ******** * ****** *** ******* ***** *** *** ******** *** *** *** *** ***** *** **** *** ******* ** ** ********* ************
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• Initial Complaint

  Date:08/28/2022

  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.

  Purchased property ( 2 homes ) on Brookhaven Mississippi. Was contacted by Safe Haven to schedule *** installation. Current customer of *** in Louisiana. Sales agent contacted us that we were getting credits of $1500 on one home, $1000 on second home. Was told credits would cover equipment, etc, based on what we told him want we wanted. Installation was scheduled for 8-27, 8a-10a for one home, 10a-12p for second. Was told 2 installers would be coming, only one arrived. Installation was completed till after 5p. Main complaint is cost. Paid up front service fee of $139 or so up front. Credits did not cover much. Had to pay close to $3000 up front and finance $5000. Attempted to contact sales agent, no response. Not only was information correct it was extremely miss leading and total false.

  

  Business Response

  Date: 09/15/2022

  Dear Better Business Bureau,
  
  Please accept this as Safe Haven Security’s 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 with us. 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 account, the customer entered into two separate thirty-six (36) month agreements with Safe Haven for *** monitoring services located at the property on **** ******* ***** **. One is listed under the main house and the other is listed as a unit 2 for a mother-in-law suite located on the property.  The installation of the equipment for the *** monitoring services was conducted on August, 27th 2022. Within both agreements. Mrs. ******** was provided a $1500 equipment voucher on the main house and a $1000 equipment voucher on the second unit. Each voucher permitted Mrs. ******** to add; (4) outdoor cameras and a siren to the main house, and (4) outdoor cameras are the secondary unit on the property in addition the to the equipment provided by the sales representative. Please see the equipment breakdown below for each unit below in addition to the value of equipment provided to Mrs. ******** prior to the additional equipment purchase:
  
  Main House:
  
  1 Panel= $420 each
  
  1 Glass break= $219 each
  
  6 Door/ Window sensors= $129 each
  
  Total: $1413.00 before tax and voucher
  
  After voucher equipment
  
  4 Outdoor cameras=$349 each
  
  1 Siren = each $129
  
  Total of vouchered equipment= $1525 before tax
  
  Total combined= $2938
  
   
  
  Unit 2
  
  1 Panel= $420
  
  1 Glass break= $219
  
  4 Door/ Window sensors= $129 each
  
  Total: $1155 before tax
  
   
  
  After Voucher equipment
  
  4 Outdoor cameras= $349 each
  
  Total of vouchered equipment= $1396 before tax
  
  Total combined= $2551
  
   
  
  The sales package equipment provided to the customer in both units valued at over $2500 prior to the $2500 vouchers worth of credits provided. The customer received over $4500 worth of equipment amongst both units prior to any additions of equipment that were purchased outside of the service installation fees required. The customer is permitted to purchased additional equipment at the time of the installation at their own discretion. Safe Haven does not require additional equipment purchases and provide all of our customers the same opportunity to add any additional devices to their home system that our company sells to suffice their needs. The customer signed both agreements that outline the cost of the equipment within the monitoring service contract and the ********* financing sales slips. In addition to the vouchers, Veteran’s United program users are sent $50 rebate checks after installations are performed. Mrs. ******** was sent two checks in the amount of $50 for both properties on 9/12/2022.
  
  Safe Haven requires all of our customers to review the terms of the contract and any additional equipment purchases at the time of installation and after. The customer was provided equipment for both properties and requested to purchase additional equipment outside of what was outline above. Within both contracts you will see page 4 reflects each of the unit’s equipment upgrades and pricing.  During the installation, the consumer reviewed and authorized both sales slips required by ********* to fill out electronically to obtain financing. The information provided would not be information a technician would be able to fill in for a consumer as it is private information only known by a consumer.
  
  After further investigation of the allegations made by the consumer, Safe Haven did not find any evidence that there was any improper or misleading conduct performed at the installation, or during the collection of necessary documents required to be authorized by the consumer. It is the consumer’s responsibility and discretion to review any legal documentation provided to them that requires their authorization and signature agreeing to terms and conditions included, specifically, for the installation of the services and equipment provided by Safe Haven Security in an Authorized Dealer partnership with ***.
  
  At this time, Safe Haven is unable to refund any portions of the equipment cost agreed upon back to the consumer as they were provided vouchers, rebates, and equipment pricing on all of what was purchased. If the customer has any further questions regarding her account, we encourage the customer to contact Safe Haven directly by phone at ************ Monday- Friday, 8 AM- 6 PM central time. Should the customer be unable to utilize phone services they may also contact Safe Haven directly at *******************************. Thank you for your time.
  

• Initial Complaint

  Date:08/26/2022

  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.

  Hello!
  I file this complaint against Safe Haven because they have dealt with me in a very un-professional un-ethical manner, and perhaps fraudulently too
  
  1- Their sales rep **** *** ****** came to my home's door step offering me their home security services, and HE said that after recently closing on the purchase of my new home ALL equipment have been covered/paid and therefore I only had to worry about paying a monthly fee for the monitoring of the home.
  
  He also told me that they WOULD ONLY charge me for the remaining week of May, then subsequently charge a full monthly fee. to which I agreed.
  
  Second, he send the tech to install the equipment and, even though he did NOT have the cameras with him that day, he said all was ready and working but he said he's return in 2 days with the cameras to install. I believe that when 2 days had passed and no one came to my home to install the cameras, I texted him saying what had happened and he APOLOGIZED for the inconvenience and thus acknoeledging the job WAS NOT COMPLETED. Then since I had checked my bank account balance and noticed that they had charged my account the full amount for a service I did not have at that moment, rather than the prorated amount, I was upset over the situation and asked him to just come back to my nhome to pick up the equipment and cancel everything.
  
  They had given me 3 days to consider the matter and I WAS withing that time frame even though I think that is abusive on their behalf, knowing them the way I know them now. Anyway, *****, the tech never repplied to my messages after I had said I needed everything cancelled and my money back. ****, the rep, charged me 250.00 the day he conducted the sale (5/23/2022), and I do not see that charge reflected on the documents they sent me.
  
  I called them to dispute charges and try to cancel contract, they said it was not possible because I was bound the a contract. ******** Bank investigate the matter, who work for ***/Safe Haven but they work together

  

  Business Response

  Date: 09/15/2022

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s 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 with us. Safe
  Haven would like to extend our apologies for any and all frustrations the
  customer has endured throughout this matter. After reviewing the account, the
  customer entered into a thirty-six (36) month agreement with Safe Haven for ***
  monitoring services on May 23rd, 2022. Safe Haven requires all of
  our customers to review the terms of the contract at the time of installation
  and after. During the installation, the consumer reviewed and authorized sales
  slips required by ********* to fill out electronically to obtain financing. The
  information provided would not be information a technician would be able to
  fill in for a consumer as it is private information only known by a consumer.
  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that there was any improper conduct performed at the
  installation, or during the collection of necessary documents required to be
  authorized by the consumer. It is the consumer’s responsibility and discretion
  to review any legal documentation provided to them that requires their
  authorization and signature agreeing to terms and conditions included,
  specifically, for the installation of the services provided by Safe Haven
  Security.
  Safe
  Haven utilizes electronic signature through the use of DocuSign. When the
  customer signs the contract, they are presented an electronic contract on a
  mobile tablet with the technician at the installation. This information is
  authorized by the customer inputting a four-digit code sent to them in order to
  generate an electronic signature. When this is signed, the customer is
  authorizing they agree to the terms of the agreement and authorize the
  completion of the installation to their standards. Within the copy of 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 customers as well as the Notice of Cancellation
  document that outlines the steps to exercise this right to cancel penalty free
  if chosen. Per the contract, the Notice of Cancellation document includes the
  following statements,
  “TRANSACTION
  DATE: 5-23-2022
  IN
  ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU
  MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE
  BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT
  AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR
  UNDERSTANDING OF THIS RIGHT.
  IF
  YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE
  AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED
  WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR
  CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION
  WILL BE CANCELLED.
  IF
  YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN
  SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU
  UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF
  THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE
  AND RISK.
  IF
  YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP
  WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY
  RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO
  MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO
  THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL
  OBLIGATIONS UNDER THE CONTRACT.
  TO
  CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS
  TRANSACTION BY MAILING OR
  DELIVERING
  A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
  TO:
  SAFE
  HAVEN SECURITY SERVICES INC
  *** *** ******** ********
  **** ***** ****** ***
  ******                                     **                   ****
  NO
  LATER THAN MIDNIGHT OF: 5-26-2022”
  Safe
  Haven performed the initial installation on 5/23/2022 and noted the customer did
  not have WiFi services established and would require a return trip. A preferred
  requested date of return was 5/25/2022 based on availability of the scheduler but
  would call back to confirm with us. Safe Haven received a call from the
  customer on 6/27/2022 and request for Safe Haven to complete the installation scheduled
  for the following day (6/28/2022). During the call, Mr. ***** retracted scheduling
  the services appointment and stated he no longer wanted the services. Mr. ***** sated he never financed additional equipment and made allegations against the
  technician lying. Mr. ***** sated he would not let anyone come to his house any
  further, requested to cancel the service appointment, and stated he would weigh
  out his options.
  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.”
  In addition to the contract terms
  above, Safe Haven requires an amendment clause to the contract called a
  “Broadband Rider”. This document enforces the contract terms regarding the
  customer upholding the monitoring services and/ equipment that utilized (“Telco
  Requirements”). When the customer signs this document they are authorizing
  their responsibility to uphold those requirements (WiFi) even if they are not
  established within the home at the time of the installation in addition to paying
  for the charges associated with the services. Please see the terms outline
  within the rider below.
  “Section 3. Telecommunications
  Requirements Accepted and Copy Received By: Customer Name: Customer Signature:
  Date Accepted By: Dealer Representative Name Date
  •? Customer hereby acknowledges
  that he/she has voluntarily and at his/her direction subscribed for certain
  services (as further detailed on pages 1-3 of the Contract) for which, as at
  the time of installation and as so advised by Dealer, certain
  telecommunications functionalities (“***** Requirements”) may not yet be
  available at the Customer’s Premises.
  •? In anticipation of the
  availability of such ***** Requirements at the premises, Customer nonetheless
  agrees to pay for the charges associated with such services (as further
  detailed on pages 1-3 of the Contract).
  •? Should the ***** Requirements
  not be made available at the Premises within a reasonable period of time from
  the effective date of the Contract, Customer may request a downgrade in
  services (i.e. to services that are not dependent on the ***** Requirements) by
  contacting Dealer.
  •? Customer hereby acknowledges and
  agrees that it is his/her sole responsibility to notify Dealer of the
  foregoing, or upon the availability of the ***** Requirements. (********) The
  parties hereto mutually agree that this Contract, of which this Rider is made a
  part, is and shall be and remain in full force and effect in accordance with
  all the terms and conditions thereof”
  At
  this time, Safe Haven is unable to release the customer from the contract
  penalty free, refund the customer, or make any changes to credit reporting. The
  customer agreed to additional financing through ********* and authorized all of
  the additional equipment upgrades requested at the time of the installation. *********
  is a separate company from Safe Haven, and requires credit information to be accessed
  in order to qualify for financing. Mr. ***** provided his personal information
  in order to utilize the financing platform and would need to file an additional
  dispute directly with ********* as the terms agreed upon were valid. Safe Haven
  is unable to refund Mr. ***** for equipment because he has declined permitting
  Safe Haven to install the remaining portion of equipment, and has not contacted
  Safe Haven since 6/27/2022. Should the Mr. ***** wish to move forward with his
  cancellation request he will be subject to 75% of the remaining balance of the
  contract. If Mr. ***** would like to move forward with completing the
  installation of the remaining devices, we encourage him to contact Safe Haven.
  Safe Haven can be reached directly by phone at ************ Monday- Friday, 8
  AM- 6 PM central time. Should the customer be unable to utilize phone services
  they may also contact Safe Haven directly at ******************************** Thank you for your review.

• Initial Complaint

  Date:08/19/2022

  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 bought a house on 4/20/22. On 4/29/22 an individual came to my door named ****** representing *** Security. She said that I already had a security system installed and it just needed activating. I am a 69 year old disabled veteran and had used my VA loan for the first time. The realtor had said that certain things had come with the property provided by sellers so I assumed this was that. I understood that I'd have to pay for the service and told ****** I didn't need this several times but was told I could always cancel. *** provides 6 month money back guarantee. The next day a man, ******* came to "hook up the system". After 5 hours he said I owed $1500. I told him to remove whatever he'd installed and he refused.I again said I neither wanted or needed this system but he said it was done and I'd be glad I had it. He said if I had any issues to call or text day or night. On May 1 at 2:15 am the alarm went off saying the bedroom window was open. I received a voice mail at that time from ***. I figured out, after being up all night, that the sensor in one window had fallen. I texted ******* twice and left a voice mail asking him to fix it. His final response was " who is this?". I requested the name of his supervisor and called her on 5/2/22 asking to cancel my service. She said I signed a contract and would need to pay the amount charged regardless. I signed a paper saying I'd been informed of this which I was not.
  Since that date I have not used this system although when I open or close a door I get an email usually 20 minutes later. I have spent 147 minutes on hold with *** trying to cancel service only to finally reach someone, ****, on 8/19/22 who told me after 31 minutes on hold that I needed to cancel with Safe Haven so he transferred me, over my objections, to be put on hold again and then disconnected.
  I strongly feel that I was lied to by Safe Haven and strong armed into buying a system that I never wanted, don't use and DOES NOT WORK! Help. Please.

  

  Business Response

  Date: 09/15/2022

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s 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 with us. 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.
  Safe Haven is disappointed the customer no longer wants to keep the business relationship
  with us in order to provide our services to help protect their home.
  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that there was any improper conduct performed at the
  installation, or during the collection of necessary documents required to be
  authorized by the consumer at the time before the installation. Safe Haven
  requires all of our customers to review any equipment package upgrades, home
  customizations, and financing options during the installation appointment. It
  is the consumer’s responsibility and discretion to review any legal
  documentation provided to them that requires their authorization and signature
  agreeing to terms and conditions included, specifically, for the installation
  of the services provided by Safe Haven Security.
  Safe
  Haven utilizes electronic signature through the use of DocuSign. When the
  customer signs the contract, they are presented an electronic contract on a
  mobile tablet with the technician at the installation. This information is
  authorized by the customer inputting a four-digit code sent to them in order to
  generate an electronic signature. When this is signed, the customer is
  authorizing they agree to the terms of the agreement and authorize the
  completion of the installation to their standards. Within the copy of 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 customers as well as the Notice of Cancellation
  document that outlines the steps to exercise this right to cancel penalty free
  if chosen. Per the contract, the Notice of Cancellation document includes the
  following statements,
  “TRANSACTION
  DATE: 04-29-2022
  IN
  ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU
  MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE
  BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT
  AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR
  UNDERSTANDING OF THIS RIGHT.
  IF
  YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE
  AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED
  WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR
  CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION
  WILL BE CANCELLED.
  IF
  YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN
  SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU
  UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF
  THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE
  AND RISK.
  IF
  YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP
  WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY
  RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO
  MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO
  THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL
  OBLIGATIONS UNDER THE CONTRACT.
  TO
  CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS
  TRANSACTION BY MAILING OR
  DELIVERING
  A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
  TO:
  SAFE
  HAVEN SECURITY SERVICES INC
  *** *** ******** ********
  **** ***** ****** ***
  ******                                     **                   ****
  NO
  LATER THAN MIDNIGHT OF : 5-3-2022”
  Safe
  Haven received a voice message from the customer on 5/12/2022 requesting cancellation.
  Safe Haven contracted the customer with a return call and message and she
  repeated the same. Safe Haven was able to make contact with customer on 5/18/2022
  and advise her of the cancellation terms. Ms. ***** stated she had contacted
  the technician five (5) days after her installation regarding the system and
  advising it was something she no longer wanted. Safe Haven provided the customer
  of the early termination fee quote and that the fee would be required to be
  cancelled in order to honor her request. Ms. ***** became escalated, disputed signing
  the contract, and threatened to involve her legal representation.
  A
  copy of the contract has been attached for reference to the terms below. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS
  CONTRACT” states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  At
  this time, Safe Haven is unable to release the customer from the contract
  penalty-free or issue any refunds. Should
  the customer wish to move forward with their cancellation request she will be
  subject to 75% of the remaining balance of the contract. If the customer is
  experiencing any service- related issues and would like to move forward with scheduling
  a service appointment, we encourage the customer to contact Safe Haven directly
  to schedule a return trip. Safe Haven can be reached directly by phone at
  ************ Monday- Friday, 8 AM- 6 PM central standard time. Should the
  customer be unable to utilize phone services they may also contact Safe Haven
  directly at *******************************. Thank you for your time.

• Initial Complaint

  Date:08/16/2022

  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.

  I am speaking with them about canceling my service. i am dissatisfied with the quality of service and i am not using it. When i call they are telling me there is a cost to cancel but on there website they have listed
  6-Month *** Money-Back Guarantee:
  
  6-Month *** Money-Back Guarantee is subject to terms and conditions of the Residential Services Contract. For full terms and conditions visit **************************** ******************************** Money back service guarantee only applies after *** has made attempts to resolve a system-related issue and has not been able to resolve that issue within the first 6 months of your contract. Equipment must be fully removed before a refund will be processed. Conditions preventing normal system operation cannot be caused by the customer.
  
  
  I have signed up on 6/1 and they say i only have 3 days to cancel.

  

  Business Response

  Date: 09/15/2022

  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s 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 with us. 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.
  Safe Haven is disappointed the customer no longer wants to keep the business relationship
  with us in order to provide our services to help protect their home.
  When
  services are established, the customer signs a contract giving authorization to
  establish services and acknowledges the limitation of liabilities assessed to
  the dealer. This can be found on page 7 under Installation and Warranty
  Inclusions. After further investigation of the allegations made by the
  consumer, Safe Haven did not find any evidence that supported the customer
  would be permitted to utilize the terms found under *** Corporate’s policy, explicitly,
  those found on ***** website.  Safe Haven
  requires all of our customers to review the work order prior to the
  installation appointment, in addition to the contract at the time of the
  installation outlining the agreement between ourselves “Safe Haven Security”
  and the consumer, Mr. **********. It is the consumer’s responsibility and
  discretion to review any legal documentation provided to them that requires
  their authorization and signature agreeing to terms and conditions included,
  specifically, for the installation of the services provided by Safe Haven
  Security. It is the consumer’s responsibility and discretion to review any
  legal documentation provided to them that requires their authorization and
  signature agreeing to terms and conditions included for the services provided
  by Safe Haven Security.
  Safe
  Haven does not outline a six-month money back guarantee nor do we reference one
  on our website. Safe Haven understands the confusion in which a consumer may have
  when referencing *** and we do honor a six-month service money back guarantee
  for the monitoring services with eligible conditions. A money back service
  guarantee is only eligible after Safe Haven has made attempts to resolve a consistent
  system-related issue and are unable to resolve that issue within the first 6
  months of the contract.  When "system"
  is referenced, this means the security system, not cameras, thermostats, lamp
  modules, etc.  as those devices are supplemental
  to the system and not a factor in the functionality of the actual security
  system. Conditions preventing normal system operation cannot be caused by the
  customer. The guarantee is an operational guarantee not a satisfaction
  guarantee.
  Safe
  Haven utilizes electronic signature through the use of DocuSign. When the
  customer signs the contract, they are presented an electronic contract on a
  mobile tablet with the technician at the installation. This information is
  authorized by the customer inputting a four-digit code sent to them in order to
  generate an electronic signature. When this is signed, the customer is
  authorizing they agree to the terms of the agreement and authorize the
  completion of the installation to their standards. Within the copy of 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 customers as well as the Notice of Cancellation
  document that outlines the steps to exercise this right to cancel penalty free
  if chosen. Per the contract, the Notice of Cancellation document includes the
  following statements,
  
  “TRANSACTION
  DATE: 6-01-2022
  
  IN
  ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU
  MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE
  BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT
  AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR
  UNDERSTANDING OF THIS RIGHT.
  IF
  YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE
  AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED
  WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR
  CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION
  WILL BE CANCELLED.
  IF
  YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN
  SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU
  UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF
  THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE
  AND RISK.
  IF
  YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP
  WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY
  RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO
  MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO
  THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL
  OBLIGATIONS UNDER THE CONTRACT.
  TO
  CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS
  TRANSACTION BY MAILING OR
  DELIVERING
  A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
  TO:
  SAFE
  HAVEN SECURITY SERVICES INC
  *** *** ******** ********
  **** ***** ****** ***
  ******                                     **                   ****
  NO
  LATER THAN MIDNIGHT OF : 6-4-2022”
  A
  copy of the contract has been attached for reference to the terms below. Page 5 section 2 titled as, “EARLY TERMINATION OF THIS
  CONTRACT” states,
  “I AGREE THAT THE CHARGES DUE UNDER
  THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
  36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
  INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
  TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
  REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
  FULL.”
  At
  this time, Safe Haven is unable to release the customer from the contract
  penalty-free. Should the
  customer wish to move forward with their cancellation request he will be
  subject to 75% of the remaining balance of the contract. If the customer is
  experiencing any service- related issues and would like to move forward with scheduling
  a service appointment, we encourage the customer to contact Safe Haven directly
  to schedule a return trip. Safe Haven can be reached directly by phone at
  ************ Monday- Friday, 8 AM- 6 PM central standard time. Should the
  customer be unable to utilize phone services they may also contact Safe Haven
  directly at [email protected]. Thank you for your time.

  Customer Answer

  Date: 09/15/2022

  [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: there website does reference a 6 month guarantee. as the screenshot attached and reattached 
  
  
  
  Regards,
  
  
  
  ****** **********

  

  Business Response

  Date: 09/27/2022

  
  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s formal response to the rejection made by the
  customer. Safe Haven does not outline a six-month money back guarantee nor do
  we reference one on our website that outlines a satisfaction guarantee. Safe
  Haven previously advised the guarantee we offer is for the monitoring services
  with eligible conditions. A money back service guarantee is only eligible after
  Safe Haven has made attempts to resolve a consistent system-related issue and
  are unable to resolve that issue within the first 6 months of the contract.
  When "system" is referenced, this means the security system, not
  cameras, thermostats, lamp modules, etc. as those devices are supplemental to
  the system and not a factor in the functionality of the actual security system.
  Conditions preventing normal system operation cannot be caused by the customer.
  The guarantee is an operational guarantee and the system in reference has not
  been deemed inoperable.
  At
  this time, Safe Haven is unable to release the customer from the contract
  penalty-free. Should the customer wish to move forward with their cancellation
  request he will be subject to 75% of the remaining balance of the contract. If
  the customer is experiencing any service- related issues and would like to move
  forward with scheduling a service appointment, we encourage the customer to
  contact Safe Haven directly to schedule a return trip. Should Safe Haven evaluate
  the system and it is deemed inoperable, the customer would be eligible for a
  penalty – release. Safe Haven can be reached directly by phone at ************ Monday- Friday, 8 AM- 6 PM central standard time. Should the customer be unable
  to utilize phone services they may also contact Safe Haven directly at
  ******************************** Thank you for your time.

• Initial Complaint

  Date:08/11/2022

  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.

  IN MAY I PURCHASED A HOME IN GA I'M FROM LOUISIANA SO MY REALTOR GOT A MAN NAME ****** ***** CALL ME SAYING HE WAS *** TO CONNECT MY SECURITY SERVICES. THE GENTLEMAN SENDS SOME GUY THAT SPENT 7 HOURS IN MY HOME AND INSTALLATION WAS STILL INCOMPLETE SO I CALLED *** TO SEE WHAT WAS THE PROBLEM COME TO FIND OUT IT WAS THIS COMPANY SAFEHAVEN SO MY REALTOR CALLED MR ***** BECAUSE HE WASN't ANSWERING FOR ME HE CALLED IN A RAGE TELLING ME I DON'T CALL *** HE IS MY FORM OF CONTACT. HE WAS GOING TO FIND OUT WHO THE GUY WAS TRYING TO BEAT HIM OUT THE DEAL. SO I CALLED SAFEHAVEN TO CANCEL THE SERVICES LEFT VOICE-MAIL ETC. NOW IT'S AUGUST STILL INCOMPLETE INSTALLATION AND A COLLECTION AGENCY CALLING ME SAYING I OWE CLOSE TO 1800.00 DOLLARS FOR SERVICE I CANCELED NEVER RECEIVED A CONTRACT AND INSTALLATION INCOMPLETE AND BEING CHARGED FOR SERVICES AND EQUIPMENT I DON'T HAVE. THIS COMPANY NEED TO BE SHUTDOWN IMMEDIATELY TRYING TO TAKE ADVANTAGE OF PEOPLE UNEXCEPTABLE. *** IS AT FAULT FOR THIS ALSO. I NEVER RECEIVED A CONTRACT. I THOUGHT I WAS DEALING WITH *** NEVER HEARD OF THESE SCAMMERS

  

  Business Response

  Date: 08/25/2022

  
  Dear Better
  Business Bureau,
  Please
  accept this as Safe Haven Security’s 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 with us. Safe
  Haven would like to extend our apologies for any and all frustrations the
  customer has endured throughout this matter. The customer entered into a
  36-month agreement with Safe Haven for *** monitoring services on 5/6/2022.
  After
  further investigation of the allegations made by the consumer, Safe Haven did
  not find any evidence that there was any improper conduct performed at the
  installation, or the collection of necessary documents required to be
  authorized by the consumer. The contract that is authorized distinguishes the
  contract is with an Authorized dealer of *** and uses the term” Dealer” throughout
  the entire agreement. Safe Haven requires all of our customers to review the
  contract at the time of the installation. It is the consumer’s responsibility
  and discretion to review any legal document provided to them that requires
  their authorization and signature agreeing to terms and conditions of an
  agreement, specifically, for the installation of the services provided by Safe
  Haven Security.
  Safe
  Haven has attached the documents collected from the consumer that were signed
  with electronic signatures. Safe Haven provides a three-day right of rescission
  period for all customers as well as the Notice of Cancellation document that
  outlines the steps to exercise this right to cancel penalty free if chosen. Per
  the contract, the Notice of Cancellation document includes the following
  statements,
  “TRANSACTION
  DATE: 5-6-2022
  IN
  ORDER TO CANCEL, BUYER MUST SIGN BELOW.
  YOU
  MAY CANCEL THIS TRANSACTION, WITHOUT PENALTY OR OBLIGATION, WITHIN THREE
  BUSINESS DAYS FROM THE ABOVE TRANSACTION DATE. YOUR RIGHT TO CANCEL IS NOT
  AFFECTED BY COMMENCING SERVICES. BY SIGNING THIS NOTICES, YOU ACKNOWLEDGE YOUR
  UNDERSTANDING OF THIS RIGHT.
  IF
  YOU CANCEL, ANY PROPERTY TRADED IN, ANY PAYMENTS MADE BY YOU UNDER THE
  AGREEMENT, AND ANY NEGOTIABLE INSTRUMENT EXECUTED BY YOU WILL BE RETURNED
  WITHIN TEN (10) BUSINESS DAYS FOLLOWING RECEIPT BY THE SELLER OFYOUR
  CANCELLATION NOTICE, AND ANY SECURITY INTEREST ARISING OUT OF THE TRANSACTION
  WILL BE CANCELLED.
  IF
  YOU CANCEL, YOU MUST MAKE AVAILABLE TO THE SELLER AT YOUR RESIDENCE, IN
  SUBSTANTIALLY AS GOOD CONDITION, AS WHEN RECEIVED, ANY GOODS DELIVERED TO YOU
  UNDER THIS AGREEMENT; OR YOU MAY IF YOU WISH, COMPLY WITH THE INSTRUCTIONS OF
  THE SELLER REGARDING THE RETURN SHIPMENT OF THE GOODS AT THE SELLER’S EXPENSE
  AND RISK.
  IF
  YOU MAKE THE GOODS AVAILABLE TO THE SELLER AND THE SELLER DOES NOT PICK THEM UP
  WITHIN TWENTY (20) DAYS OF THE DATE OF YOUR NOTICE OF CANCELLATION, YOU MAY
  RETAIN OR DISPOSE OF THE GOODS WITHOUT ANY FURTHER OBLIGATION. IF YOU FAIL TO
  MAKE THE GOODS AVAILABLE TO THE SELLER, OR IF YOU AGREE TO RETURN THE GOODS TO
  THE SELLER AND FAIL TO DO SO, THEN YOU REMAIN LIABLE FOR PERFORMANCE OF ALL
  OBLIGATIONS UNDER THE CONTRACT.
  TO
  CANCEL THIS TRANSACTION, CALL ************. YOU MAY ALSO CANCEL THIS
  TRANSACTION BY MAILING OR
  DELIVERING
  A SIGNED AND DATED COPY OF THIS CANCELLATION NOTICE OR ANY OTHER WRITTEN NOTICE
  TO:
  SAFE
  HAVEN SECURITY SERVICES INC
  c/o
  *** Security Services
  **** ***** ****** ***
  ******                                     **                   ****
  NO
  LATER THAN MIDNIGHT OF : 5-10/2022”
  Safe
  Haven received a missed call from the customer on 5/19/2022 following an email
  that was sent on 5/24/2022. The customer expressed her system was not working
  and that assistance was required or that she no longer wanted the services and
  want the equipment removed from her residence. Safe Haven attempted to contact
  the customer directly by primary number on file with a direct email notifying
  our attempt to contact her. The customer returned Safe Haven’s call and advised
  she no longer wanted the services and disconnected the call. Safe Haven received
  a call from *** with customer on 6/20/2022. *** advised the customer no longer
  wanted the services and confirmed her first contact to cancel with them was on
  5/24/2022. The customer was transferred onto the call and Safe Haven offered to
  send a technician out to help her continue with the services to avoid the early
  termination fees but she declined and disconnected the call.
  Safe
  Haven received a notification from *** of the cancellation code that was
  generated onto the account to process and cancel out by 7/26/2022. Safe Haven attempted
  to reach out to the customer on 7/13/2022 to advise of the account status and to
  provide an explanation of the early termination fees that would be due by the time
  the account cancelled to avoid further penalties. Safe haven spoke with the
  customer and sent her an email of the information advising of potential
  collections should the balance not be paid and Safe Haven did not receive any additional
  communication from the customer. 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.”
  
  The
  account terminated on 7/25/2022 and was forwarded to our outside collection agency
  the following day (7/26/2022). The balance on the account is valid and the
  customer was provided detailed information regarding the contract, the early
  termination fee charges, and the party in which she obtained the services with,
  Safe Haven Security. At this time, there is no further action required by Safe
  Haven Security. Thank you for your time.

  Customer Answer

  Date: 08/25/2022

  [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:
  
  
  
  Regards,
  
  
  
  ******* ******