Business Profile

Security System Monitors

Safe Haven Security Services, LLC

BBB Accredited Business A+Rated by BBB

Important information

Customer Complaint:
This business profile reflects national complaint activity

Complaints

Customer Complaints Summary

520 total complaints in the last 3 years.
106 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/07/2022
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.
Safe Haven stated that they sent me an email notifying me that I was required to get a permit and at no time did I receive such an email. In the legal paperwork it stated that I was responsible for any permit fees if required. Not one stating that I was responsible and getting a permit in my city. They are refusing to pay up for their mistake.
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 ****** *******. Safe Haven sets a high standard for ourselves
and are truly sorry to hear that this standard was not met in the consumer’s
experience with us. Safe Haven has investigated the allegations and did not
find any evidence that there was any improper conduct performed during the
collection of necessary documents required to be authorized referencing permit
fees. After reviewing the account, Mr. ******* entered into a 36-month
agreement with Safe Haven on June 30th, 2022. Mr. ******* was provided
permit information and authorized he understood the contract terms surrounding
permit fees. The contract outlines a specific term listed under” ALARM PERMITS;
ADDITIONAL CHARGES AND OFFSET RIGHTS” addressing the concerns voiced by the consumer
within the complaint. The following terms states,
“4.
ALARM PERMITS; ADDITIONAL CHARGES AND OFFSET RIGHTS. Certain government
agencies require Me to pay for and maintain alarm use permits to receive Dealer
or *** services. I agree to pay all installation and alarm use permit fees; all
directly or indirectly imposed false alarm fines, fees or charges; all
telephone or signal transmission company charges; and all other assessments,
fees and charges related to the alarm system…”
Safe
Haven does not require consumers to obtain a permit to obtain the alarm
monitoring services. Permits are required by local city/ county jurisdictions the
consumer resides in. As a courtesy, Safe Haven sends out an automated email to
the consumer advising of permit fees along with the terms included within the contract.
It is at the discretion of the consumer to contact their local authorities to
confirm what is required for their service location.
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. Per the contract, the Notice of Cancellation document includes
the following statements,
“TRANSACTION
DATE: 10-14-2022
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 800.327.4348. 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: 10-18-2022”
At
this time, Safe Haven is unable to adjust the billing for the consumer. Safe Haven
did not make a mistake. Mr. ******* acknowledged that the “legal paperwork”
states the permit fees fall under the responsibility of the consumer. Mr. ******* stated that responsibility was separate from obtaining a permit in the city.
Permit fees delegated under the responsibility of the consumer are equivalent
to registering for a permit in the designated city. Registering for the permit
would in turn reflect fees for a consumer to pay. Both of these tasks are under
the responsibility of the consumer as they are not required by Safe Haven Security.
Safe Haven does not require permits for the services, nor is Safe Haven
required to fund any fees assessed to the consumer in the event the consumer
fails to comply with local alarm permit fee ordinances. It is not requirement
for Safe Haven to notify consumers of local ordinances or fees required in
their city/ county. As a courtesy, Safe Haven provides information surrounding
permit fees to the consumer upon obtaining the services in addition to the contract
terms. There is no further action required for Safe Haven to take on this
matter. Thank you for your time.
Customer Answer
Date: 11/10/2022
[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: That was not an actual notification that the city of San Antonio was requiring a permit. To say that “your city may require a permit” isn’t actually telling me that the city I live in does require a permit. It’s foolish attempt to not take responsibility of notifying me that my city actually requires a permit. Matter of fact the city employee notified me that I was not the only person who has mentioned that I never they never mentioned that I had to get a permit.That the city requires to notify me that a permit is required, not that super vague attempt to pretend they’re legally required to do.

Regards,

****** *******
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 rejection. Safe Haven does not require consumers to obtain a permit to obtain the alarm monitoring services, nor is Safe Haven responsible for ensuring the customer is required to have a local permit in their area. Permit requirements often change by the local city/ county jurisdictions consumers reside in. Safe Haven are not required to take any additional steps outside of what has already been approved as a standard notification to all consumers in addition to the contract. Mr. ******* acknowledged that the “legal paperwork” states the permit fees fall under the responsibility of the consumer. The reference to " legal paperwork" is the contract that Mr. ******* was provided to review and sign at his own discretion. When Mr. ******* signed the contract, he authorized he read and understood all the terms of the agreement. The contract outlines a specific term that was referenced by Mr. ******* regarding permits and later detailed by Safe Haven in our initial response.
This term is listed under” ALARM PERMITS; ADDITIONAL CHARGES AND OFFSET RIGHTS" and can be found under the "IMPORTANT TERMS AND CONDITIONS" table found on page 5. Safe Haven is not required to register for the consumer or fund any fees assessed to the consumer in the event the consumer fails to comply with local alarm permit fee ordinances and the terms acknowledged within the contract the consumer authorized. It is not a requirement for Safe Haven to notify consumers of local ordinances or fees required in their city/ county additionally after the contract has been signed, a permit notification email has been sent, and the consumer has surpassed their rescission period. There is no further action required for Safe Haven to take on this matter as the consumer authorized he read and understood all terms within the agreement, specifically those provided by Safe Haven Security referencing alarm permits, additional charges, and offset rights. Thank you for your time.
Customer Answer
Date: 11/16/2022
[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:Once again they’re trying to use nonsense legal language to justify their actions. Yes they’re not responsible to get or pay for my permit fees, but they’re responsible to notify me that I do have to get a permit. Yes I was rushed to sign and wrongly informed by their agent when I digitally signed the documents that stated about possibly needing a permit, just like I signed a document that said I can get a complete refund in 6 months if I was dissatisfied, now apparently that misrepresented to me also! So I’m going to file a complaint with the Texas Attorney General’s Office. Hopefully they can get justice for me like the Minnesota Attorney General's Office was able to get for the misinformation that was given to his states people.

Regards,

****** *******
Initial Complaint
Date:11/04/2022
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.
On July 11, 2022 we initiated service with *** Security via Safe Haven Security. The provided hardware is nonfunctional most of the time, and all local issues have been ruled out. *** policies state (and are even mentioned on Safe Haven's website) the contracts may be terminated without penalty within the first 6 months of service (we are now 3 months into the 6 months of service). Unfortunately, attempts to cancel were fruitless as they are insisting on the contracted 75% early termination fee as stipulated in our contract. Since the cameras are most often non-functional, we are seeking early termination with no early termination fee.
Business Response
Date: 11/09/2022
Dear Better Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by ******* ******. Safe Haven sets a high standard for
ourselves and are truly sorry to hear that this standard was not met in the consumer’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 *** monitoring services.
After reviewing the account, Mr. ****** entered into a 36-month agreement with
Safe Haven on July 12th, 2022. Safe Haven is an Authorized Dealer of *** permitted to sell and install *** monitoring services. Safe Haven has not been
to the residence since the installation, nor has Safe Haven received any
communication from Mr. ****** prior to 11/4/2022.
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. Per the contract, the Notice of Cancellation document includes
the following statements,
“TRANSACTION DATE: 4-30-2022
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 OF YOUR 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
800.327.4348. 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 : 07-15-2022”
On 11/4/2022, Mr. ****** contacted Safe
Haven to express his concerns with the system and his wishes to terminate the services
through enforcing the “6-month money back guarantee”. Safe Haven advised the consumer
the qualifications of the six-month money back guarantee and advised Mr. Easley
he would be subject to the early termination fees. After further investigation
of the allegations made, Safe Haven has not received any communication from the
consumer regarding system errors or any records of the consumer calling into Safe
Haven to schedule a service appointment. In the event a consumer is
experiencing issues with the function of equipment, the installation provider
would need to be permitted to perform service on the equipment. If the
installation provider has exhausted all options to provide a resolution and is
unsuccessful, then Safe Haven may deem the equipment in operable. Safe Haven
provides an operational guarantee to our customers. This guarantee occurs in
the event we have made several attempts to resolve a system-related issue and
have not been able to resolve that (singular) issue within the first six months
of the contract. In order for a consumer to be eligible to exercise the
six-month money back guarantee, a Safe Haven technician would have to exhaust
all options necessary and be unsuccessful at a resolution to have deemed the
system inoperable. Once that occurs, Safe Haven Security will provide a
penalty-free release. When system is referenced, "system" means the
security system, not any supplemental devices such as ;( cameras, door locks,
thermostats, lamp modules, key fobs, etc.) Supplemental devices are not a
factor in the functionality of the actual security system and do not prevent
*** monitoring stations from receiving a signal, nor do they cause an interruption
of the monitoring services. Conditions preventing normal system operation
cannot be caused by the customer in order to qualify for Safe Haven’s
operational guarantee. Safe Haven’s operational guarantee is based on the
operation of the system, it is not based on a satisfaction guarantee.
A copy of the contract has been
attached for reference to the terms below. Page 5 section 2 titled as, “EARLY
TERMINATION OF THIS CONTRACT” states,
“I
AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
(B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
At
this time, Safe Haven is unable to release the consumer from the contract
penalty free. The consumer does not qualify for a six-month money back
guarantee as the concerns issued within the complaint do not meet the
qualifications for eligibility. Safe Haven has not been to the consumer’s
residence since the completion of the equipment installation or been notified
of any system errors to service until November of 2022. Safe Haven encourages
Mr. ****** to give us a call to schedule a service appointment to help address
any service issues the consumer may be experiencing. Safe Haven can be reached at ************, Monday- Friday 8 AM-6PM central time. Should the consumer wish to
forego Safe Haven’s resolution above and choose to move forward with their
cancellation request, he will be subject to 75% of the remaining balance of the contract.
Thank you for your time
Customer Answer
Date: 11/09/2022
[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. I will be cancelling service soon. The fact I can't even *change* (lower the cost/change service offerings) my service for 3 years is completely inadequate.

Regards,

******* ******
Initial Complaint
Date:11/04/2022
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 reaching out because I believe I was scammed by safe haven. When a sales agent name ***** ****** knocked on my door in late September of 2022 I was excited to learn more about potential security options. However, one of the first things I told ***** is I am not getting security for myself and that I was getting it for my roommates and I plan to move out and cancel the program in one year. He said usually you have to agree to a three-year contract but because I am in the military there is no contract and I could cancel anytime. He even went as far as to tell me that I would be getting a great deal if I cancel in a year because it takes about a year for the company to break even after all the free equipment and low-cost installation. Sounding perfect for my situation I agreed to buy the service.
A few weeks passed after having the system installed and the equipment did not work as stated. So, I decided to cancel, remembering there was no contract. This is when I was surprised to learn from customer support that military members still have to abide by the three-year contract unless they are deployed. I was shocked to learn this so I called ***** and told him about the situation. By the end of the call, he assured me that he would take care of the issue and asked me to send him a text with my address, name, and brief summary of the situation. I sent the text that day. He never responded. This was Friday the 21st of October. Since then, I have called him and texted him multiple times. He hasn't responded to anything. It's a huge surprise to me that Safe Haven would let there sales agent scam me. Especcially being a member of the military.
Business Response
Date: 11/09/2022
Dear Better Business Bureau,

Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by ******* *****. Safe Haven sets a high standard for
ourselves and are truly sorry to hear that this standard was not met in the consumer’s
experience. Safe Haven appreciates all of our service members and strives for
customer satisfaction. Safe Haven 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 customer no longer
wants to continue the business relationship with Safe Haven Security to provide
the *** monitoring services.
On
October 4th, 2022, Safe Haven collected an electronic signature from Mr. *****
authorizing the installation of services. Mr.
***** was provided a customary alarm services contract to review and sign at
his discretion. The 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.
Mr. ***** entered into the thirty-six (36) month agreement with Safe Haven for
*** monitoring services on October 4th, 2022.Safe Haven requires all of our consumers
to review the terms of the contract 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.
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. Per the contract, the Notice of
Cancellation document includes the following statements,
“TRANSACTION
DATE: 10-04-2022
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 : 10-07-2022”
On
10/19/2022, Safe Haven received a request from Mr. ***** to terminate the
services due to being in the military. Safe
Haven advised Mr. ***** there was not a military clause within the contract but
Safe Haven provides service members who are active duty with relocation/ deployment
orders to be released penalty free. This courtesy is extended to our service members
only if they are being relocated without their own choosing. Mr. ***** reached
out to Safe Haven on 10/31/2022 expressing his concerns about the contract surrounding
military members and early terminations. Safe Haven provided Mr, ***** the
information provided on 10/19/2022 and was advised if he wished to proceed with
his request, he 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.”
Safe
Haven did not receive any further contact from the consumer regarding his
system, or the monitoring services provided by ***. After reviewing the allegations
Safe Haven cannot comment on anything the consumer alleged regarding military release
that was not amended into the contract. 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.”
Safe
Haven is unable to refund the consumer any money or terminate the services
penalty free. Mr. ***** entered in the agreement willfully and acknowledged he
understood and agreed to the terms of the agreement. Mr. ***** was provided a
rescission period outlined under the “Notice of Cancellation” and failed to
exercise his right within the allotted time frame. At this time, should Mr. *****
want to move forward with his cancellation request he would be subject to the
early termination fees. Safe Haven provides courtesy relocation options to help
consumers avoid being assessed the early termination fees should they utilize
one of the options. Safe Haven encourages Mr. ***** to contact us directly if
he wishes to forego paying the early termination fees in order to utilize one
of the courtesy relocation options. The relocation Department can be reached
directly at ************, Monday- Friday 8 AM-5PM central time. Should Mr. *****
be unable to utilize a phone, he may contact our relocation team via email at [email protected]. Thank you for your time.
Initial Complaint
Date:11/02/2022
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.
In May 2022 I got into an agreement with Save Haven security services to install a security system in my home, monitored by ADT. First off, the whole time the field sales person was here he never ONCE mentioned he's working for Safe Haven, or have any flyers for safe haven, the whole time they pretended to be with ADT, which was my understanding up until the end. Even when signing the contract (which was with safe haven, not ADT) the sales rep told me the reason it says safe haven on the contract is because safe haven will do the installation and that's it. He misrepresented himself and now I'm stuck in a contract with a company that has nothing to offer - subpar equipment that is malfunctioning, subpar customer service, AND they want to charge for all diagnostics, even though the equipment they stuck me with IS NOT working as they promised. When the sales person described what the system can/cannot do, he told me the system motion sensors will have NO ISSUE whatsoever with our small pets (as it should, I had used other security services before, never once did the pets set off the motion sensors), however, since we got the equipment and service this company tricked me into, I can't use the alarm system when leaving the house because the motion will be activated by my cats. Now they tell me "a spider" can set it off. I called them about it numerous times and they refuse to acknowledge this is a HUGE problem and they lied about what their equipment can/cannot do when they sold it to me. Also, when talking with safe haven agents, they claim to be completely removed from ADT (post haste) and claim ADT agents have no idea what they're talking about when they direct me to safe haven for assistance with the equipment. So here's an "authorized ADT dealer" that will tell you ADT got nothing on them after they duped you into signing a contract with them. I called ADT for assistance and their hands are tied, they tell me I need to work with "safe" haven. Beware of safe haven!
Business Response
Date: 11/08/2022
Dear Better Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by ****** ********. Safe Haven sets a high standard for
ourselves and are truly sorry to hear that this standard was not met in the
customer’s experience. Safe Haven strives for customer satisfaction and would
like to extend our apologies for any and all frustrations the customer has
endured throughout this matter. After reviewing the complaint, Safe Haven is
disappointed that the customer does not recollect being advised of Safe Haven
in writing and verbally, prior to the installation and during. 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.
Safe
Haven is an Authorized Dealer of ADT. Safe Haven is licensed to sell and
install ADT monitoring services to residential home owners. On May 24th,
2022, Safe Haven collected an electronic signature from Ms. ********
authorizing the installation of services. Prior to the installation, Ms. ******** conducted a verbal
authorization recording in which she was informed Safe Haven was conducting for
ADT’s Compliance. This call took place on May 21st,2022 and included
the details of the specialized equipment package arranged with the sales
representative, the upfront cost, the billing method to be used for the monthly
services, and the length of terms for the services installed by Safe Haven.
Ms.
******** entered into the twenty-four (24) month agreement with Safe Haven for
ADT monitoring services on May, 24th, 2022. 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. Ms. ******** used a hand written signature to accept the home
customization equipment package upgrade in addition to a credit card
authorization form. Both of these documents contain “Authorized Dealer” in addition
to Safe Haven’s name where Ms. ******** provided handwritten signatures. When
the consumer signed the contract, she was presented an electronic contract on a
mobile tablet with the installation technician. Ms. ******** accepted the terms
by an electronic signature through a four-digit code sent only known to the
signer, (her) into the tablet. When this was performed, Ms. ******** agreed
that she read and understood the terms
of the agreement.
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. Per the contract, the Notice of
Cancellation document includes the following statements,
“TRANSACTION
DATE: 5-24-2022
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 800.327.4348. 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
ADT Security Services
3190
South Vaughn Way
Aurora CO 8014
NO
LATER THAN MIDNIGHT OF : 5-27-2022”
On
November 1st,2022, Safe Haven received a request from Ms. ********
regarding concerns with her system and motion detectors. Safe Haven’s technical
support team spoke with the consumer regarding motion detection settings and attempted
to schedule a service appointment with the associated trip fee but the consumer
disconnected. Safe Haven’s customer support team received a call from Ms. ********
later that day advising she had experienced power outages and experiences them
frequently. She advised that her sensors were not working and that she had been
instructed by ADT there were better models of the equipment for Safe Haven to
replace her system without any fees. Safe Haven advised the consumer that Safe
Haven does not have different models of equipment and that should a power
outage occur, it may cause an interruption of the system communication.
Within
the “IMPORTANT TERMS & CONDITIONS”, page 7 term 11 “WARRANTY EXCLUSIONS “states
the following,
“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;… (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;… 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.”
Safe
Haven has not been to the residence since the original installation of the equipment
or permitted to attempt providing a resolution to the consumers concerns. Safe Haven
provides the consumer with a warranty for the first year of the services. Within
the warranty there are specific time frames subject to services fees. Per the warranty
terms found on page 7,
“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 gives Me specific legal rights…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.”
Safe Haven has offered to schedule onsite
service appointments with the outline fees above and all attempts have been
declined by the consumer. Based on the information Ms. ******** has listed
within her complaint, she would be subject to trip fees as she contacted Safe Haven
outside of the first 90 days of warranty. Safe Haven encourages Ms. ******** to
contact us at her earliest convenience if she would like to schedule a service
appointment with the associated trip fees. Safe Haven can be reached at
844-413-1920, Monday- Friday, 8 a.m.- 6 p.m. central time. Should Ms. ******** be unable to
utilize a phone, she may contact our customer support team via email at [email protected] to coordinate a time we can speak with her to schedule a service appointment.
Thank you for your time.
Customer Answer
Date: 11/08/2022
[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:

Safe haven’s response to my complaint is that I signed a contract?? The contract I signed was/should have been with ADT, not this company - what I’m complaining about is the false pretense the company had used to trick me into signing! Even the docusign that came to me was from ADT, they never said they’re an authorized dealer, never said I’d be in a contract with them (not to mention the 24 months!! Last week when I called them, a very rude Safe Haven employee told me I was under contract for 12 months), I only knew they are doing the installation. THAT is what I’m complaining about. They apparently have no problem sharing lies out here, or when I called them.
Furthermore, as the company stated in their answer, they claimed to have sold me ADT equipment, which is in fact a lie, again, as the equipment they installed IS NOT ADT equipment, as you can see in the attached photo of the panel in my home, as I have also checked and double checked with ADT themselves. ADT informed me that is not the equipment they provide their customers. Why is the company continuing to lie, that is the question I’d like BBB to help sort out.
MOST IMPORTANTLY, the company had provided a DOCTORED contract as proof of me signing said contract. This is a serious crime - that is not the contract I signed, that is NOT MY SIGNATURE. Unless this company comes clean and provides the actual contract if one indeed exists, I will not accept their answer and expect them to be held accountable for going as far as falsifying people’s signatures and making up contracts. This is straight up criminal activity.
BBB, please hold them accountable and make this exchange public, this company should have their operations terminated ASAP.

Regards,

****** ********
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 rejection made by the consumer. Safe Haven’s response to the consumer was
that she was given full transparency about the contract, Safe Haven Security,
and the equipment. All of the documents exchanged between Safe Haven and Ms.
******** required authorization with either a physical signature or electronic
signature from Ms. ********. The consumer was provided multiple documents that
required her signature to acknowledge she read and understood the terms of her
agreement that specifically identify Safe Haven as an Authorized Dealer of ADT.
Safe Haven’s DocuSign consist of a contract that was previously attached clarifying
that it is an Authorized Dealer of ADT “ALARM SERVICES CONTRACT”.
Each
page of the contract mentions Authorized Dealer and distinguishes Safe Haven
and ADT being separate. The allegations Ms. ******** is making do not
correspond with the contract she signed and acknowledged she read and
understood. The first
sentence at the top of the contract states the following,
“The
ADT Authorized Dealer Program is an ADT LLC dba ADT Security Services (“ADT”)
approved program of independent ADT Authorized Dealers”
Ms. ******** is responsible to review any
legal document that requires her signature. Should Ms. ******** have signed the
contract without reading the terms of the agreement, the terms of the contract would
still be valid. The first page addresses each of the allegations Ms. ********
advises she was not made aware of. The first page list in the first section, “Authorized
Dealer Information”. Following the customer’s information in bold writing the contract
notes,” AUTHORIZED DEALER IS NOT AN AGENT OF ADT”. Above the consumer’s initials
the contract explains in detail the following,
“Authorized Dealer is an
independent dealer and is not controlled by ADT. I agree that no agency,
employer/employee or fiduciary relationship exists between ADT and Authorized
Dealer. After I sign this Contract, it will be submitted to ADT for consideration
and acceptance. I expressly authorize submission of this Contract to ADT for
consideration and acceptance by ADT. If ADT accepts this Contract, ADT will
become the supplier of the Services to Me in place of Authorized Dealer and
this Contract will be between ADT and Me as of the commencement date of the
Services. No contractual relationship exists between ADT and Me unless and
until ADT accepts this Contract to become the provider of the Services. I
understand that ADT reserves the right to reject this Contract, in which case
ADT shall have no responsibility to Me. If this Contract is not accepted by
ADT, Authorized Dealer or ADT may notify Me of that decision. All references in
this Contract to “Dealer” shall be references to (i) Authorized Dealer, if ADT does
not accept this Contract and (ii) ADT, if ADT accepts this Contract to become
the provider of the Services.”
Provisions
within the contract advise the initial terms agreed upon explicitly on page 1A
under the “FINANCIAL DISCLOSURE STATEMENT”. Safe Haven performs the
installation in order for the consumer to obtain the ADT Monitoring services.
Safe Haven does not provide the ADT Monitoring or bill the consumer monthly.
Monitoring and billing are facilitated directly through ADT Corporate. Safe
Haven provided Ms. ******** a home customization sheet and a credit card authorization
form, both of which distinguish the equipment and fees were from an Authorized
Dealer. Safe Haven has not lied about being an Authorized Dealer, nor has Safe
Have lied about where the equipment comes from. The additional sensors the
consumer purchased are listed on page 4 of the contract and correspond with the
home customization sheet Ms. ******** provided a physical signature for. The electronic
contract lists the quantity, the description of the product, the product
provider (QOLSYS), and the cost of the equipment.
Safe
Haven previously advised the contract is an electronic contract. The signature
adopted onto the contract for the consumer’s signature is done electronically
by the consumer. The consumer is sent a 4-digit code only known to them on their
personal phone. This code is then entered into the tablet to sign and initial
the contract. These actions are performed solely by the consumer/ active
representation for the consumer should they not be present for the installation.
The certificate of completion also provides an IP address with a time stamp and
date of when the document was viewed, signed, and sent. Electronic signatures
cannot be “doctored” up by Safe Haven as there is a security encrypted process
that goes into the signature being generated.
Ms.
******** has been given full transparency about the contract, Safe Haven
Security, and the equipment since services were established. All of the documents the consumer signed physically and
electronically identify Safe Haven as an Authorized Dealer further proving the
allegations Ms. ******** has made are false. Ms. ******** was provided all
the necessary information upfront regarding the contract terms between herself
and Safe Haven with a rescission period she failed to exercise. At this time, there
are no further actions for Safe Haven to take as the electronic contract on
file is valid and do stand.
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: ********

I am rejecting this response because:

Safe Haven has provided proof of contract that has a signature on it that is not mine. I would like Safe haven to provide a contract that has my signature on it. How can anything they say be valid when the very contract they tricked me into is a fake? I don’t know where they pulled that contract from, but I definitely did not sign it, that is NOT my signature.
I can provide documents I signed all my life that show my signature, it’s nowhere close to what’s on safe havens made up contract.
safe haven had initially stated they provided me with ADT equipment, now they’re stating it wasn’t ADT equipment. They write paragraphs of words that do not address the fact they are making up a story. Unless they provide a document that shows the arrangement between me and ADT, that has MY signature, they can’t hide their scam behind a fake contract.
I’ll be waiting to see the contract I actually signed, that has MY signature on it.

Regards,

****** ********
Initial Complaint
Date:11/02/2022
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.
*** /Safe Haven Security...I have been can because got install door bell an just the panel on September24,2022...
The service installer told me that the have a shortage of cameras.... an he would have come back the following in a week ..bad rainy weather for the last 2 weeks.... finally i set up another appointment an the was a problem with the person who was installing the system ... the camera was not ***... an this order was wrong .... i have spoke to more than one person when i call ***..i have spoke to management office an i found out it was a third party..***... they tell me that i cant drop this service i have the pay85% of the contact ... my problem is that is had to call my bank to stop payment no one to talk with me ... please help *** *** ****
Business Response
Date: 11/02/2022
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 the that the consumer no longer
wants to continue paying for the monthly 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 or the installation
of the services.
On September 24th, 2022 Safe
Haven collected an electronic signature from Ms. ******* authorizing the
thirty-six (36) month agreement with Safe Haven for *** monitoring services. Ms.
******* conducted a verbal compliance recording on September 15th,
2022. During the recording the consumer acknowledged Safe Haven Security, the
monthly rate, and the terms of the agreement. Safe Haven provides consumers information
during the recording, documentation during the installation, and documentation
after the installation disclosing Safe Haven Security is how the services are
being obtained. Specifically, the details of the specialized package arranged
with the sales representative, the upfront cost, the distinction of the
agreement being with an Authorized Dealer, the billing method to be used for
the services, and the length of terms for the services installed by Safe Haven.
Safe Haven 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 require their authorization and signature agreeing to terms and conditions
specifically, for the installation of the services provided by Safe Haven
Security. Ms. ******* also used a hand
written signature to accept the home customization equipment package given by
the sales representative. Ms. ******* accepted the terms of the agreement by electronic
signature through a four-digit code sent only known her. The code was utilized to
enter into a mobile tablet to accept the signatures provided to the signer (Ms.
Modeste). When this was performed, Ms. ******* agreed to the terms of the
agreement and authorized the completion of the installation to her standards.
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. Per the contract, the Notice of Cancellation document includes the
following statements,
“TRANSACTION DATE: 09-24-2022
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 : 09-28-2022”
During the installation, Ms.
******* confirmed a return trip to be schedule for Saturday, October first to
install camera devices owed. Safe Haven was alerted by Ms. ******* she had Covid
and rescheduled the appointment for October 12th, 2022. Safe Haven
received an additional alert from the consumer to update the appointment to
October 11th due to scheduling conflicts. Upon arrival, the
technician contacted the consumer and she advised she was not home due to last
minute work obligations and that she would reschedule with him directly for a
return trip. During the return trip, the technician advised the consumer he
would be installing the owed (2) outdoor cameras and were they would be placed.
The consumer inquired why she would not be receiving a total of (4) cameras and
was advised she didn't purchase additional cameras. The technician explained to
the consumer they discussed different equipment packages and the one she chose
was the one she was given by the sales representative that only included (2)
outdoor cameras. The consumer became upset with the technician and he got his
manager to speak with the consumer over the phone.
The technician manager contacted
the consumer to address the concerns while the onsite technician was still
present. The consumer advised she was expecting Safe Haven to provide (4)
outdoor cameras instead of (2). The technician manager advised the consumer
that we are able to hang (4) cameras, but that she would be required to pay for
the additional (2) devices because she was only permitted (2) cameras within
the points allotted for the sales package she discussed with her sales
representative. The consumer said she would not be allowing the technician to
finish the job and advised the manager she would be asking the onsite
technician to leave.
Safe Haven’s customer support team
received a call from the consumer upon the technician’s departure on October 27th,
2022. The consumer expressed her frustrations regarding the multiple visits
being scheduled and advised she wanted to cancel the services. Safe Haven
advised the consumer she would be subject to early termination fees and provided
her a quote of the early termination fee. 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 advised the consumer she
was not eligible to cancel without being subject to the early termination terms
and a fee would need to be paid in full to process her request. Ms. ******* began
using profanity and became belligerent with the customer support associate. The
customer support associate attempted to advise the consumer a trip could be
scheduled to go back to install the (2) cameras but the customer declined and continued
conducting combative behavior. The consumer advised she would be utilizing her
place of employment to escalate her concerns and disconnected the call after declaring
she would not be paying any fees to terminate the services. Ms. ******* contacted
*** with a complaint against Safe Haven, causing *** to reach out for inquiry. Safe
Haven provided an *** representative detailed information regarding the events
that had taken place on the account and advised Ms. ******* had rescheduled (4)
service appointments within that month. Safe Haven advised the *** representative
the consumer had been advised and already escalated to Technician management.
After further review of this complaint,
Safe Haven is unable to refund the customer any money or terminate the services
penalty free. Ms. ******* entered in the agreement willfully and acknowledged she
understood and agreed to the terms of the agreement. Ms. ******* was provided a
rescission period outlined under the “Notice of Cancellation” and failed to
exercise her right within the allotted time frame. Safe Haven attempted to provide
Ms. ******* with camera on 4 separate occasions. Out of the 4 occasions, Ms.
******* was only present for one and told the technician to leave. Safe Haven
has made multiple attempts to provide Ms. ******* with resolution and she has
declined. At this time, should Ms. ******* want to move forward with her
cancellation request she would be subject to the early termination fees. Safe
Haven encourages Ms. ******* to contact us directly if she wishes to forego
cancelling and decide to allow a technician to return to the residence to
schedule the (2) cameras outline within her contract. Safe Haven can be reached
directly at ************, Monday- Friday 8 AM-6PM central standard time. Should
Ms. ******* be unable to utilize a phone, he may contact our customer support
team via email at *******************************. Thank you for
your time.
Initial Complaint
Date:10/27/2022
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.
On November 24, 2021, I signed up for an *** Home Security system through their "Authorized Dealer," Safe Haven Security. We had closed on our home less than a week prior, and were obviously anxious to protect the home and our investment.

The company markets very aggressively and offers substantial discounts on the equipment they installed on the date above. We paid only $129 for 2 security cameras and a Door bell camera. Obviously the terms were set in such a way to trick anxious new homeowners into signing up for a system. Once signed up, the terms of the contract are for 3 years with an early termination fee of over $1000 (We paid $1299 on 10/27/2022.)

Contracts this long are unheard of these days and this contract was obviously intended to scam people. The terms are incredibly vague and leave *** the option to take over the contract at their leisure with no indication of when that would be (I was later told this would happen after 13 months.) Despite the *** logo in the contract header, the language "Authorized dealer is NOT AN AGENT OF ***," clearly meant to insulate *** from any consequences of this scam.

We felt taken advantage of, given the upfront terms and exorbitant cancellation fee. Furthermore, the company made no effort to "keep us as customers," behavior I've seen out of no other company. Obviously, retaining customers is a concern to any legitimate business, and in this case was evidently never a priority: they intend to collect this termination fee. My Customer Support Representative told me they collect "a few cancellation fees a day."

Their business model verges on criminality. This company is running a scam and I would like full reimbursement of my cancellation fee.
Business Response
Date: 10/28/2022
Dear Better
Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by **** *****. Safe Haven sets a high standard for
ourselves and are truly sorry to hear that this standard was not met in the consumer’s
experience with us. Safe Haven strives for customer satisfaction and would like
to extend our apologies for any and all frustrations the consumer has endured
throughout this matter. After reviewing the account, Mr. ********* entered into
a 36-month agreement with Safe Haven on November 24th, 2021. Safe Haven
is an Authorized Dealer of *** permitted to sell and install *** monitoring
services. 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.
Safe
Haven utilizes electronic signature through the use of DocuSign. When the consumer
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 consumer inputting a four-digit code sent to them in order to generate
an electronic signature. When this is signed, the consumer 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 of
our residential consumers 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: 11-24-2021
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: 11-29-2021”
Once
installation has occurred, 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 provided Mr. ***** clear and concise information as
mentioned in his complaint so that he was aware of the terms he agreed upon.
Mr. ***** references the terms Safe Haven provided to him initially being
unheard of “these days” with industry standards, however he opted to enter into
the agreement at his own freewill that have the terms listed on the first page
and throughout multiple places within the contract. 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, Mr. ***** has not mentioned any issues with the contract, the
services, or rates over an eleven-month time period. Safe Haven has not received
any communication from Mr. ***** throughout the duration of utilizing services
outside of the conversation conducted on 10/27/2022. During the conversation,
Mr. ***** requested to terminate the services and his request was honored. Safe
Haven collected the fees outlined within the contract and processed Mr. *******
request. Safe Haven will not be issuing Mr. ***** a refund of the early
termination fee that was collected on 10/27/2022 as the remarks made within the
complaint are not factually based nor have any evidence supporting eligibility
of a penalty free service termination. Thank
you for your time.
Initial Complaint
Date:10/26/2022
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 a new customer with *** (Safe Haven) at my new house we just bought. I have health issues and definitely wanted a security system to not only get me help when and if I need it but so my partners can watch over me while their away. After the first week I started having issues with equipment and the second week my door bell camera quit working. I called *** to get them to come out and either fix it or replace it as I was promised by the sales guys who were here. I spent almost 2 hrs on the phone while someone was reading me a SCRIPT, then told me that my equipment was old and outdated and that I wasn’t going to get a tech to come out but have a tech video call me, UNACCEPTABLE!!! I now want my money back and this equipment removed so I can go with a competitor. If I have to I will take Safe Haven to SC Court to get my money back plus expenses and court fees. Also, when I tried calling Safe Haven I am forced to leave a Voicemail everytime. BBB how does this business have an A+ rating with you when all I see are negative reviews and customers getting scammed and screwed out of their money? Seems like my complaint is with you too because this company, from my research last night and this morning is a scam and should not be allowed to seek to ANYONE ever again.
Business Response
Date: 10/28/2022
Dear Better
Business Bureau,
Please
accept this as Safe Haven Security Services, LLC (“Safe Haven”) formal response
to the complaint made by ****** ***** on behalf of the account associated with
**** ********. Safe Haven sets a high standard for ourselves and are truly
sorry to hear that this standard was not met in the consumer’s experience with
us. Safe Haven strives for customer satisfaction and would like to extend our
apologies for any and all frustrations the consumer has endured throughout this
matter. Safe Haven will be investigating these allegations to the highest
extent internally, as the allegations made within the complaint implied the
consumer was given this information from *** Corporate and not Safe Haven
Security.
After
reviewing the account, Mr. ******** entered into a 36-month agreement with Safe
Haven on October 14th, 2022. Prior to the installation, Mr. ******** signed a customary work order authorizing Safe Haven to perform the installation
of goods in order to obtain the *** monitoring services. The work order was
collected on October 12th, 2022. Safe Haven is an Authorized Dealer
of *** permitted to sell and install *** monitoring services. Safe Haven has not
been to the residence since the installation, nor has Safe Haven received any
communication from Mr. ******** of any system errors prior to the allegations
from Mr. *****. Safe Haven’s first notice of any system errors did not occur
until October 26th, 2022.
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. Per the contract, the Notice of Cancellation document includes
the following statements,
“TRANSACTION
DATE: 10-14-2022
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 : 10-18-2022”
Safe
Haven was contacted by ****** ***** on 10/26/2022 through a voice mail. Mr.
***** mentioned issued with the doorbell cameras and that he wanted a refund
and removal of the equipment so that he may enlist in services with a
competitor. Safe Haven contacted Mr. ***** the same day,( 10/26/2022) and he
expressed he was unhappy due to being allegedly advised by *** that Safe Haven
gave him “old outdated equipment”. Unfortunately, Safe Haven cannot speak on conversations
of hearsay that may or may have not occurred directly with our Authorized Dealer
partner, ***. Safe Haven uses different equipment providers than *** and the
equipment is the most current on the market with our equipment provider. In the
event a consumer is experiencing issues with the function of equipment, the
installation provider would need to be permitted to perform service on the
equipment. If the installation provider has exhaust all options to provide a
resolution and be unsuccessful, then Safe Haven may deem the equipment in
operable.
Safe
Haven provides an operational guarantee to our customers. This guarantee occurs
in the event we have made several attempts to resolve a system-related issue
and have not been able to resolve that (singular) issue within the first six
months of the contract. If a technician has exhausted all options necessary and
has deemed the system inoperable, Safe Haven Security provides a penalty-free
release. When system is refenced, "system" means the security system,
not any supplemental devices such as ;( cameras, door locks, thermostats, lamp
modules, key fobs, etc.) Supplemental
devices are not a factor in the functionality of the actual security system and
do not prevent *** monitoring stations from receiving a signal, nor do they
cause an interruption of the monitoring services. Conditions preventing normal
system operation cannot be caused by the customer in order to qualify for Safe
Haven’s operational guarantee. Safe Haven’s operational guarantee is based on
the operation of the system, it is not based on a satisfaction guarantee.
A
copy of the contract has been attached for reference to the terms below. Page 5
section 2 titled as, “EARLY TERMINATION OF THIS CONTRACT” states,
“I
AGREE THAT THE CHARGES DUE UNDER THIS CONTRACT ARE BASED ON MY AGREEMENT TO
RECEIVE AND PAY FOR THE SERVICES FOR 36-MONTH TERM. IF I CANCEL OR OTHERWISE
TERMINATE THIS CONTRACT DURING ITS INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS
THIS CONTRACT DURING ITS INITIAL TERM FOR A REASON SET FORTH IN PARAGRAPH 19
(B) BELOW, I WILL PAY 75% OF THE REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS
AMOUNT IS PAYABLE IMMEDIATELY IN FULL.”
At
this time, Safe Haven is unable to release the consumer from the contract
penalty free. The consumer does not qualify for a six-month money back
guarantee as the concerns issued within the complaint did not occur with Safe
Haven. Safe Haven has not been to the consumer’s residence since the date of
installation or been notified of any system errors to service until 10/26/2022.
Should the consumer wish to move forward with their cancellation request they
will be subject to 75% of the remaining balance of the contract. If the
consumer is experiencing any services issues, we encourage him to contact Safe
Haven to schedule an appointment. Safe Haven can be reached by phone at
************ Monday- Friday, 8 AM- 6 PM central time. Should the consumer be
unable to utilize phone services they may also contact Safe Haven directly at [email protected].
Thank you for your time.
Initial Complaint
Date:10/20/2022
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.
There have been numerous reports of sales representatives trespassing in my neighborhood, going door to door, harassing community members. The sales person or people lie and tell homeowners that they’re sent by our HOA to replace locks, doorbells, etc. WE HAVE NOTIFIED OUR HOA OF THIS AND ARE AWARE THAT THIS IS NOT TRUE. Yet these sales people continue to get rude with homeowners, within a community that they’re TRESPASSING in, arguing with the homeowners, insisting that they ARE in fact part of the HOA. This is false representation. Stop this company from allowing their salespeople to trespass, harass homeowners, and misrepresent their affiliations/ business partnerships. This is unacceptable.
Business Response
Date: 10/28/2022
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 consumer’s experience with us. Safe
Haven strives for customer satisfaction and would like to extend our apologies
for any and all frustrations the consumer has endured throughout this matter. Safe
Haven will be investigating these allegations to the highest extent internally.
In the interim, Safe Haven has added Ms. *****’ information to our “Do Not
Contact” list to ensure no further communication/ contact attempts are made.
Thank you for bringing this matter to our attention.
Initial Complaint
Date:10/17/2022
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 canceled Safe Haven two months ago. I called ***** @ *** *** **** and I advised him that I received a bill for $60 and he said it might be the way I canceled and call *** I called *** and they said because the acct is through a third party Safe Haven would have to contact ***. So, I thought maybe it was a delay in the billing. But, I was going over my ******** bill and I was billed again
I called *** again on Oct 15th and again they said Safe Haven would have to cancel the account. I called ***** and left message and he called back on Oct 17th and said the account was canceled and I have to go through ***. I'm sick of the lack of accountability from Safe Haven. I need this account to be canceled asap. *** said there's an automatic draft set to come out again on Nov 2nd.

I would like my refund back in the amount of 120.00 for Sept and Oct billing.

Thanks
******** * ****** **** ****** ** ********** ** *****
Business Response
Date: 10/21/2022
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 consumer’s experience with us. Safe
Haven strives for customer satisfaction and would like to extend our apologies
for any and all frustrations the consumer has endured throughout this matter.
Safe Haven is disappointed we were unable to continue the business relationship
with the consumer and would like to assist her to the best of our abilities. Safe
Haven is an Authorized Dealer of ***. We are licensed to sell and install *** monitoring
services to consumers for their residential homes. Safe Haven does not have
oversight on the monitoring or monthly billing.
In the event a cancellation
request occurs, Safe Haven is responsible for collecting the early termination
fees outline within the agreement. A
copy of the contract has been attached for reference.
The early termination terms can be found on page 5 term 2 under “EARLY
TERMINATION OF THIS CONTRACT”. The following term states,
“I AGREE THAT THE CHARGES DUE UNDER
THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
FULL.”
Safe
Haven processed the consumer’s cancellation request on 7/29/2022, and the
consumer paid the balance of contract fees on the account. Per *** policy, a consumer
is required to make a formal request with *** Corporate to terminate the
monitoring services. On 10/17/2022,Ms. ****** advised Safe Haven she had done so previously and
had been referred by *** to contact Safe Haven directly to collect early
termination fees first.
Safe Haven has escalated this matter to our Dealer Support
team to help assist the consumer with her cancellation request. Safe Haven
understands the frustration this has caused the consumer and we are working our
hardest to ensure *** Corporate honors her original request. Safe Haven is
awaiting a response from our Dealer Support team regarding the escalated request. In the interim, Safe Haven encourages Ms. ****** to issue this complaint to ***
Corporate. Unfortunately, Safe Haven does not have authorization over ***
monitoring services or billing and are unable to cancel the account or prevent
the billing on the account to cease. Once Safe Haven receives an update on from
our escalated request, we will advise Ms. ****** directly. Thank you for your
patience and understanding.
Initial Complaint
Date:10/10/2022
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 May 2, 2022, Safe Haven Connected Homes & Security, an authorized third-party dealer for *** Security Services (***) technician, installed a security system consisting of a panel dashboard, motion detectors, and a ******* Video doorbell. I paid $129.00 on the installation day to cover labor and equipment installation and entered into a 36-month contract paying $65.99. The Contract includes a quality service plan (***) extended warranty plan on the panel and video doorbell.

On June 9, 2022, I emailed ******* ******, Customer Support Associate, to advise that my Video ******* wasn’t ringing or monitoring activity. Nor was my cellular device projecting activity from the *******. I received an error message that ******* was undetected. *******, after unsuccessfully troubleshooting the issue, ******* agree to schedule a technician to assess and fix the problem.

On June 30, a technician could not fix the ******* Video Doorbell and advised that an electrician would have to replace the wiring. I called Safe Haven Connected Homes & Security on July 5 after the holiday weekend to speak with a supervisor to dispute the technician's unwillingness to repair the video doorbell. Per the *** contract, paragraph ten (10) Extended Limited Warranty/Quality Service Plan (***), the Dealer (Safe Haven) will repair or replace any part of the equipment supplied by the Dealer that requires repair or replacement. I was on hold for 1.5 hours, and then Safe Haven disconnected the call.

To date, I have been unsuccessful in getting an *** or Safe Haven technician to replace the ******* video camera. Due to contractual obligations, I cannot terminate my account without penalty.

I am requesting repair the prefabricated inoperable equipment. In addition, I am flagging Safe Haven Connected Homes & Security as a fraudulent Dealer for not withholding their contact as a third-party vendor to ***. If repairs cannot be made, I am requesting release from *** contract and refund of $129.00
Business Response
Date: 10/21/2022
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 consumer’s experience with
us. Safe Haven strives for customer satisfaction and would like to extend our
apologies for any and all frustrations the consumer has endured throughout this
matter. After
reviewing the account, the customer entered into a 36-month agreement with Safe
Haven for *** Security on 5/2/2022. Safe Haven provides all of our customers
the opportunity to review the terms of the contract at the time of installation
and after. When services are established, the consumer signs a contract giving
authorization to establish services. The consumer gives acknowledgement with
their signature that they read and understood the terms of the agreement. It is the consumer’s
responsibility and discretion to review any legal documentation provided to
them that require their authorization and signature agreeing to terms and
conditions included for the services provided by Safe Haven.
Safe
Haven performed the initial installation on 5/2/2022. Safe Haven attempted to
complete the installation of the video services, but the consumer did not have the
required Wi-Fi established within the residence for the devices to operate. A return trip was scheduled for 5/4/2022 to
connect the devices to the Wi-Fi. Safe Haven received a message from the
consumer on 7/7/2022 advising that her doorbell camera was not working and didn’t
realize it had not been working for quite some time. Safe Haven attempted to
contact the consumer on 7/8/2022, and a voice message was left with direct contact
information to schedule a service appointment. The consumer spoke with Safe Haven
on 7/12/2022, and scheduled a service appointment to be completed on 7/18/2022.
On
7/18/2022, Safe Haven went to the residence and found that there was no power coming
from the wires that connected to the doorbell. Safe Haven advised the consumer
she would need to hire an electrician to get the power in order to power the
doorbell camera. The consumer contacted Safe Haven to express she was
unsatisfied with the technician and the services appointment that had been
conducted. Safe Haven advised the
customer that we do not service electrical and if there wasn’t a power source
to the doorbell, the doorbell would not function. Safe Haven advised her she
would have to hire an electrician for the wiring. The consumer requested to
cancel the services and Safe Haven advised her of the early termination terms.
The consumer disputed the contract, alleged she was not aware she was in a
contract, and advised she was going to be contacting a lawyer.
A
copy of the contract has been attached for reference.
The early termination terms can be found on page 5 term 2 under “EARLY
TERMINATION OF THIS CONTRACT”. The following term states,
“I AGREE THAT THE CHARGES DUE UNDER
THIS CONTRACT ARE BASED ON MY AGREEMENT TO RECEIVE AND PAY FOR THE SERVICES FOR
36-MONTH TERM. IF I CANCEL OR OTHERWISE TERMINATE THIS CONTRACT DURING ITS
INTIAL 36 – MONTH TERM, OR IF DEALER CANCELS THIS CONTRACT DURING ITS INITIAL
TERM FOR A REASON SET FORTH IN PARAGRAPH 19 (B) BELOW, I WILL PAY 75% OF THE
REMAINING TOTAL MONTHLY SERVICE CHARGES… THIS AMOUNT IS PAYABLE IMMEDIATELY IN
FULL.”
Provisions within the contract
advise of the initial terms agreed upon on page 1A under the “FINANCIAL
DISCLOSURE STATEMENT”. On the first page of the contract, the last sentence of
the page is listed in bold writing and documents the following,
“SEE PARAGRAPHS 1, 2, 3, 15 AND 19
OF THIS CONTRACTS FOR ADDITIONAL INFORMATION ABOUT RENEWAL TERM(S), NONPAYMENT,
DEFAULT, ACCELERATION AND RATE INCREASES”
(All references to page 5
“IMPORTANT TERMS AND CONDITIONS”)
The
“IMPORTANT TERMS AND CONDITIONS” page outlines “PAYMENT; TERM; RENEWAL
TERMS(S); CONSUMER REPORT” and “EARLY TERMINATION OF THIS CONTRACT” within the
first two paragraphs of the page. Please
reference Page 8. Section 21( DELAYS) of the Important Terms and Conditions:
“21.
DELAYS. DEALER HAS NO RESPONSIBILITY OR LIABILITY TO ME OR ANY OTHER PERSON FOR
DELAYS IN THE INSTALLATION OR REPAIR OF THE EQUIPMENT REGARDLESS OF THE REASON.
DEALER HAS NO RESPONSIBILITY OR LIABILITY FOR INTERRUPTIONS OF SERVICE OR ANY
RESULTING CONSEQUENCES, WHETHER DUE TO STRIKE, RIOT, FLOOD, FIRE, TERRORISM,
ACT OF GOD OR ANY OTHER CAUSE WITHIN OR BEYOND DEALER’S CONTROL. IF THERE ARE
SERVICE INTERRUPTIONS, DEALER HAS NO OBLIGATION TO SUPPLY ME WITH SUBSTITUTE
SERVICES.”
Safe
Haven received a call from the consumer on 8/1/2022, and she expressed her concerns
with doorbell camera and panel. Safe Haven scheduled an appointment for a
technician manager to visit the residence on 8/2/2022. During the appointment,
the technician advised both locations of the panel and the doorbell were not
receiving power. The consumer became adamant that this was under the responsibility
of Safe Haven to pay for an electrician because the devices had functioned before.
The technician attempted to advise multiple times the something with the GFI/breaker
had caused circuits to be tripped. During the appointment, the consumer went to
the circuit break and had forgotten they previously had the circuits cut off.
The panel’s power restored but the doorbell location still was receiving no
power. We reiterated to the consumer an electrician would be needed to address
the electrical wiring, and it would not be Safe Haven’s responsibility to obtain
one for the consumer. The consumer advised they would be defaulting on their
monthly billing and would contact the Better Business Bureau.
At
this time, Safe Haven is unable to release the consumer from the contract
penalty free, replace the device, or provide compensation to the consumer. Safe
Haven has advised the consumer on multiple occasions, a successful power source
is required for the operational function of the doorbell camera. Safe Haven is
not liable for damages caused outside of our control/ may have been cause by
consumer use (turning of the breakers). In the event, a consumer’s action causes
standard operational function of the system, such as; blowing a fuse in the
wiring when breakers are tripped/ circuits are cut, it is at the consumer’s
discretion to follow the professional instruction of our technicians. Should the consumer wish to move
forward with their cancellation request they will be subject to 75% of the
remaining balance of the contract. Safe Haven encourages the consumer to hire
an electrician to evaluate/ replace the wiring. Once the is completed, the
consumer may give us a call to schedule a return trip. Safe Haven can be
reached at ************ Monday- Friday, 8 AM- 6PM central standard time. Should
the customer be unable to utilize phone services they may also contact Safe
Haven directly at *******************************. Thank you for your review.

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Safe Haven Security Services, LLC is BBB Accredited.